One of the most common practices across contact centers, large and small, is measuring agent performance and service quality through Key Performance Indicators (KPIs). This industry-proven approach, ...

If you don’t measure it, you can’t improve it. That old business adage may not apply in all cases, but it does capture the essense of a growing movement toward data-driven decision-­making in trucking ...

Schedule variance (SV): This KPI identifies whether a project is ahead or behind the planned schedule and by how much. Before setting KPIs for your project, it’s important to remember that they need ...