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Strategic Initiative KPIs: Four Measurement Layers, and Why Layer One Can Be Green While the Initiative Fails
An initiative delivered on time, on budget, and in full can still be worthless. Delivery is the one layer that can be perfect while nothing... Read more
Understanding Self-Service Rate: A Key KPI for Customer Success
Introduction Studies show that 81% of customers attempt to care for matters themselves before contacting a service representative. In customer…
Bastin Gerald
Building Brand Awareness Through Webinars: Strategies and Metrics
When you think of your favorite brand, what comes to mind? Maybe you love the quality of their products or…
Bastin Gerald
Boost Customer Success with Training Hours KPI
Introduction Forbes states that 70 percent of employees would consider leaving their current job for another organization that would invest…
Bastin Gerald
Conversion and Sales: Metrics to Measure Webinar ROI and Impact
Include webinars in your sales conversion strategy to unlock the power of direct sales. A webinar is an ideal medium…
Bastin Gerald
Mastering Leadership: Traits, Styles, and Challenges
TL;DR Great leadership is not about title or authority—it’s about influence, alignment, and action. Successful leaders combine adaptable styles with…
Bastin Gerald
Mastering the Art of Effective Communication Skills: Strategies, and Contexts
TL;DR Effective communication is how people share meaning through verbal, non-verbal, written, and visual methods. Success depends on understanding the…
Bastin Gerald
Comprehensive Guide to Average Handle Time (AHT)
Call centers are the backbone of customer support for many businesses, and understanding and optimizing performance metrics is crucial to…
Bastin Gerald
Why Does Your Organization Need an Individual Development Plan (IDP) to Grow?
Introduction If you want to stay up to date on the job market, tackle the demands of today’s workplace, and…
Bastin Gerald
Understanding Average Wait Time and its Impact on Customer Experience
Introduction Customer experience stands as a paramount factor in the triumph of every business. And customers today have exceptionally higher…
Bastin Gerald
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