Management, Human Resources, and Life in a Customer Focused World

In January 2008, I wrote a post that still brings in a good amount of traffic (KPI (Key Performance Indicators) – Are they what they used to be?). In this post, I defined six KPI that I find to be the ones that are quality and quantity focused. A while back, I was in a [...]

[Read more →]

In November 2008, I wrote about six “crucial” scores to look at in my  Quality v Quantity (recovered 2/18) entry.  These six scores are what I’d call a “next generation contact center’s KPI”.
What is KPI?

“Key Performance Indicators” (KPI) are financial and non-financial metrics used to quantify objectives to reflect strategic performance of an organization. KPIs [...]

[Read more →]