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, ...

Within our role as FM service providers, we are often asked this question when reviewing a contract document: Do key performance indicators (KPIs) and service level agreements (SLAs) really work? As ...

Maintaining growth and a competitive edge requires more than a viable business model or innovative products and services. It commands precise measurement and strategic performance management. If ...

Alexandra Twin has 15+ years of experience as an editor and writer, covering financial news for public and private companies. Amanda Jackson has expertise in personal finance, investing, and social ...

Processes such as KPI or SLA are enhancers but do not define leadership “I hate KPIs!” chimed a leading strategy execution consultant. For a moment, I thought he was going to argue, in the same way ...