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, ...

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 ...