Articles Index

Service Level Agreements (SLA)

Service Level Agreements (SLAs) are a way for a supplier and a purchaser to agree on what will constitute a minimum level of customer satisfaction. When certain standards and behaviors on the part of a supplier are important to the success of your company, consider a service level agreement as a way to minimize your company’s risk.

Call Center KPI

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.

Quality Monitoring

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.

You Can't Manage What You Don't Measure

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 you know what to measure and how.

How To Increase Customer Satisfaction

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

Worst CEOs of 2008

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

Keeping Score Isn't Winning

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