Metrics

Keeping score isn't winning, you have to manage the activities that contribute to the score

You can't manage what you don't measure. It is an old management adage that is accurate today. Unless you measure something you don't know if it is getting better or worse. You can not manage for improvement if you don't measure to see what is getting better and what is getting worse. This article, You Can't Manage What You Don't Measure, helps...

Six keys to increasing your customer satisfaction. How do you increase the customer satisfaction that is essential to any business?

Employee Turnover - What Is Turnover, How Do You Calculate It, What Can You Do About It - These And More Answers To Your Turnover Question Are Here.

Glossary definition of the business terms employee turnover and turnover rate

Call center KPIs are fairly standard. This article describes several of the most common and points out the key management responsibility is what you do with the metrics.

A Service Level Agreement, commonly called an SLA for short, defines an agreed level of performance between purchaser and supplier for an ongoing service. This article defines Service Level Agreement (SLA) and provides examples of the right way and the wrong way to negotiate and define Service Level Agreements (SLAs).

Many companies use software or services to monitor the behavior of their call center agents for performance and quality. Here's what you need to know about quality monitoring of call centers.

Readers share the Key Performance Indicator (KPI)that work for them in their industries and specialties

Who were the worst CEOs of 2008? The list of worst CEOs depends on who you ask, and when.

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