This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs). QA measures, benchmarks, and tracks call center and agent performance for KPIs ...

This blog specifies some industry standards for the top call center Key Performance Indicators (KPIs). Most call center managers know the need to track KPIs to assess the efficiency and effectiveness ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

Maintaining growth and a competitive edge requires more than a viable business model or innovative products and services. It commands precise measurement and strategic performance management. If ...

In business performance management, effectively distinguishing between key performance indicators and operating indicators is a critical challenge for many organizations. In my experience, however, ...

The following excerpt is from franchise expert Mark Siebert’s book The Multiplier Model. Buy it now. One of the most important things you can do to help ensure the success of your business is to ...