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 ...

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, ...

All businesses, from startup coffee roasters to billion-dollar e-commerce companies, are vested in tracking their progress, figuring out what works and fixing what doesn’t. That’s where Key ...