11 min read · July 10, 2026

AI Agents in Your RACI: Where They Fit

AI agents in a RACI chart can hold Responsible, Consulted, or Informed roles, but never Accountable. Most organizations deploy agents without updating governance, which creates... Read more

Bastin Gerald
Bastin Gerald
July 10, 2026  ·  11 min read
average-replies-per-ticket
Customer Support KPIs
3 min read · February 1, 2024

Average replies per ticket

OKRs are goal-setting tools that deliver disciplined execution of goals and ideas. As an organization you should definitely need to…

Bastin Gerald Bastin Gerald
account-summary
Customer Support KPIs
3 min read · February 1, 2024

Account Summary

Moving on, when it comes to account summary, this usually refers to the way in which a customer service agent…

Bastin Gerald Bastin Gerald
average-customer-satisfaction-score
Customer Support KPIs
4 min read · February 1, 2024

Average Customer Satisfaction Score (Average CSAT Score)

As you were growing your business, you would have come up with strategies that strengthen the relationship between what your…

Bastin Gerald Bastin Gerald
Operations OKRs
OKR Management
1 min read · May 8, 2023

Operations OKRs

Let’s examine a few examples of how operations departments can utilize OKR from the top down. Example 1: Work Environment…

Bastin Gerald Bastin Gerald
Finance OKR Examples
OKR Management
3 min read · September 15, 2025

Finance OKR Examples

The OKR method has proved itself to be a highly effective way to structure and achieve objectives since the 1970s.…

Bastin Gerald Bastin Gerald
Marketing OKRs
OKR Management
1 min read · May 8, 2023

Marketing OKRs

The nature of marketing work necessarily entails a much broader and less defined industry standard for establishing and maintaining KPIs.…

Bastin Gerald Bastin Gerald
Engineering OKRs
OKR Management
3 min read · August 14, 2023

Engineering OKRs

The main duty of the engineering team is to lean, focus and spread knowledge over a series of technology and…

Bastin Gerald Bastin Gerald
Sales OKRs
OKR Management
3 min read · August 14, 2023

Sales OKRs

OKR can be a powerful tool for sales teams to achieve better turnout and higher productivity than you thought possible.…

Bastin Gerald Bastin Gerald
steps-to-implement
OKR Management
9 min read · May 14, 2026

7 Steps to Implement Your OKRs

Industry-leading companies have famously used OKRs to better measure and achieve their goals. Google, Amazon, Spotify, and more technology giants…

Bastin Gerald Bastin Gerald
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