Companies across all industries rely on key performance indicators (KPIs) and goal-setting to track progress against specific business objectives. Whether it’s hitting a specific sales target, closing ...

Ask any high performer at the top of their game what success looks like, and you’ll usually hear a version of this: growth, impact, influence, performance. But behind closed doors—when the KPIs are ...

Impact. Defining it is often difficult. Measuring it can be harder yet. And the final step—communicating impact—remains a formidable challenge for many organizations. Even in the midst of a climate ...

It’s a given that customer satisfaction is crucial to customer loyalty, positive word of mouth, and return on investment. First Call Resolution (FCR) has been and remains the #1 driver of customer ...