Fleet owners are seeking a single integrated view of all their data to improve safety and operations. Conventionally, while telematics has focused on location tracking, routing, optimal utilization of assets, vehicle maintenance, remote diagnostics, etc., it is clear that the performance of the ...
Monitoring key performance metrics such as average handling time (AHT), first contact resolution (FCR) rate and agent utilization rate ensures efficient, effective and streamlined customer support operations, which in turn are an indicator of productivity. How do quantitative and qualitative metrics di...
Short-term, focusing on current staffing and daily operations Long-term, focusing on future workforce requirements Purpose Ensure optimal workforce efficiency, productivity, and satisfaction Prepare for future staffing needs to meet business objectives Data sources Real-time or recent data (e.g...
These KPIs provide operations managers with visibility into the delivery efficiency, network reliability, and service quality of transmission and distribution systems. This enables data-driven system planning, maintenance, and capital investment decisions. KPIs for Utility Financial Health Important high-level...
To keep your call center productivity high and your customer service in shape, you should frequently evaluate your call center performance metrics. Performance metrics can give managers and agents useful information to: Increase their productivity. Improve call center efficiency. Improve customer ...
Monitoring the effectiveness of your managers is important to the overall process of managing productivity and ensuring organizational effectiveness. It’s also one of the trickier questions to answer. For example, a high resignation rate is a bad sign, but isn’t automatically caused by the manage...
With millions of apps, from top third-party messengers to gaming to productivity and more, on the Apple App Store and Google Play Store, competition to acquire and retain users is fierce. “The Great App Explosion" is well underway. Whether your app is your primary business or supports a...
" AMS 2.0 was deployed ahead of schedule and under budget. As a result, the project team received a tremendous amount of favorable exposure and recognition by senior management. Our property managers depend on it for managing, planning and budgeting. " ...
Throughput is a powerful metric for project managers, enabling them to accurately analyze their team's productivity. By measuring the number of tasks, features, etc., completed within a set timeframe, managers can gain clarity on the workload of their team members as well as pinpoint areas th...
Formula: CPC = Total Cost of Call Center Operations / Total Calls Handled The total cost of call center operations includes: Staffing expenses (agent salaries + benefits) Telecommunication fees Technology costs Facility overhead expenses A lower CPC indicates higher contact center productivity and finan...