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, ...

Key performance indicators, or KPIs, measure the effectiveness of a function within an organization, and are especially important for a core functional area such as accounting. By tracking and ...

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 ...