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KPIs

Support team in a metrics review looking at a control chart with one point highlighted

Five Questions That Fill Every Support Metrics Review

Customer Experience, Operations

Five Questions That Fill Every Support Metrics Review Read More »

sla design with tiered service levels

SLA Design That Actually Works: How to Build Tiered Service Levels Your Team Can Hit

Customer Experience, Operations

SLA Design That Actually Works: How to Build Tiered Service Levels Your Team Can Hit Read More »

call center aht metrics individual target vs. team planning tool

Average Handle Time: The Most Misused Metric in the Contact Centre

Customer Experience, KPI, Operations

Average Handle Time: The Most Misused Metric in the Contact Centre Read More »

A business leader analyzes a bell curve chart showing low, average, and high performers in a contact centre team, surrounded by data visuals like pie charts, bar graphs, and performance metrics.

How to Use Bell Curve Analysis to Understand and Improve Team Performance

Leadership

How to Use Bell Curve Analysis to Understand and Improve Team Performance Read More »

A person at a whiteboard checks a green gauge while a magnifying glass reveals tangled wires behind it

When Your KPI Passes the Test and Fails the Customer

KPI

When Your KPI Passes the Test and Fails the Customer Read More »

dmaic cycle test

DMAIC: How to Make a KPI Fix Actually Stick

KPI

DMAIC: How to Make a KPI Fix Actually Stick Read More »

A manager at a wall dashboard showing response time and resolve time gauges

Help Desk KPIs: Response Time vs Resolve Time

ITIL, KPI

Help Desk KPIs: Response Time vs Resolve Time Read More »

A lookout with a telescope watching a storm cloud approach a small town

Leading Indicators for Support Teams: Lessons from Google Flu Trends

KPI

Leading Indicators for Support Teams: Lessons from Google Flu Trends Read More »

A wall of green dashboard lights while a customer on the other side of a glass wall holds a broken envelope

Choosing the Right KPI: What the 2008 MobileMe Launch Taught Support Teams

KPI

Choosing the Right KPI: What the 2008 MobileMe Launch Taught Support Teams Read More »

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