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KPIs Library

136 articles
average_talk_time
KPIs Library
4 min read · September 22, 2023

What is the Average Talk Time (ATT) Metric in Customer Service?

Introduction Have you ever felt a spike in frustration during a customer service call? You’re not alone! A staggering 74%…

Bastin Gerald Bastin Gerald
total_calls
KPIs Library
4 min read · September 22, 2023

How to Achieve Customer Success with Total Call Volume Metrics?

Customer success is the ultimate goal of any business that provides products or services to its customers. It means that…

Bastin Gerald Bastin Gerald
comments_per_pull_request
KPIs Library
5 min read · September 22, 2023

Why Comments Per Pull Request KPI Matters?

Software development is a team effort, and collaboration is king. Every coder knows the significance of code reviews, but how…

Bastin Gerald Bastin Gerald
Influence-of-Missed-Calls
KPIs Library
3 min read · September 16, 2023

Influence of Missed Calls Metrics on Customer Service

Introduction Customer interaction is the pulse of any thriving business. Whether through emails, web chats, or phone calls, every touchpoint…

Bastin Gerald Bastin Gerald
Navigating-Escalation
KPIs Library
6 min read · September 15, 2023

Navigating Escalation Percentage: A Customer Success KPI

Introduction Customer service and satisfaction are essential to a company’s consumer relationship. According to Hubspot, 90% of Americans use customer…

Bastin Gerald Bastin Gerald
enhancing-business-performance
KPIs Library
4 min read · September 4, 2023

Enhancing Business Performance with Employee Retention Rate KPI

In today’s dynamic business landscape, companies compete fiercely not just for market share but also for talent. Retaining top talent…

Bastin Gerald Bastin Gerald
Demystifying-IT
KPIs Library
1 min read · August 25, 2023

Demystifying IT Project Hours KPI

Introduction Keeping track of the intricacies of an IT project is like solving a thousand-piece jigsaw puzzle. Among the various…

Bastin Gerald Bastin Gerald
Mean-Time-to-Repair
KPIs Library
5 min read · August 25, 2023

Mean Time to Repair (MTTR): A Vital KPI for Operational Efficiency

In an era where industrial efficiency has become the linchpin of success, the Mean Time to Repair (MTTR) KPI has…

Bastin Gerald Bastin Gerald
KPI-Data-Sources
KPIs Library
9 min read · August 25, 2023

KPI Data Sources: How to Integrate Multiple Data Sources and Conduct KPI Analysis?

With cut-throat competition and increasingly challenging, uncertain business conditions, success heavily depends on informed decision-making. Informed decision-making requires screening vast…

Bastin Gerald Bastin Gerald
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