Build Time

| Category: Engineering.

When you work in a company, handling the processes your team is involved in can be a real struggle – especially when it comes to time and deadlines. You want every process to stay stable and healthy. You want to have a birds’ eye view over all the projects, in order to make sure your… Read more

Average replies per ticket

| Category: Customer Support.

Working in customer support is tough. You get to deal with a lot of clients, and sometimes the target of their frustrations is you. Sometimes, you will have to resolve customer requests, because it can be very important for the satisfaction of the customer. That being said, did you know that you can calculate the… Read more

Account Summary

| Category: Customer Support.

Moving on, when it comes to account summary, this usually refers to the way in which a customer service agent deals with a customer. Evidently, there aren’t any individual industry standards for monitoring this. Nevertheless, there are still some elements that are usually taken into account by most staff members, as benchmarks for the way… Read more

Average customer satisfaction score (Average CSAT Score)

| Category: Customer Support.

It’s no surprise that the customer’s happiness and satisfaction should be a company’s main concern. The customer is the one helping it grow, thus making sure he/she feels valued and received the best items and service is the case all the time. If the experience is, however, a bad one, that could tarnish the image… Read more

Operations OKRs

| Category: OKR University.

Let’s examine a few examples of how operations departments can utilize OKR from the top down. Example 1: Work Environment Objective: Improve the office’s workspace Key Results: Purchase a sofa Organize 1 office bonding/social a month Create a survey for employees to pinpoint desired food & drinks Example 2: Inventory Management Objective: Streamline the inventory… Read more

Finance OKR Examples

| Category: OKR University.

The OKR method has been proving a highly effective way to structure and achieve objectives since the 70s — and its methodology is particularly useful for finance-related fields and departments. Whereas other fields and departments like customer service or marketing may have measurements that are more abstract, and therefore less conducive to creating measurable and… Read more

Marketing OKRs

| Category: OKR University.

The nature of marketing work necessarily entails a much broader and less defined industry standard for establishing and maintaining KPIs. Due to its highly subjective nature, marketing teams across various industries may have an overabundance of metrics or may have too few in place to establish an effective OKR. Though marketing metrics may seem more… Read more

Engineering OKRs

| Category: OKR University.

Your engineering team faces a set of challenges unique to its field. The OKR method can be a powerful and effective tool to align your engineering team’s objectives against the types of objectives and goals seen in other departmental pursuits. The OKR method is an objective management tool that breaks down goals into objectives. Objectives… Read more

Sales OKRs

| Category: OKR University.

OKR can be a powerful tool for sales teams to achieve better turnout and higher productivity than you thought possible. It serves as a convenient method to track progress and facilitate follow ups. Moverover, OKRs for sales have to be rightly owned, aligned and co-ordinated between team members to bridge substantial data flow that prevails… Read more

Implementing Your OKR

| Category: OKR University.

Step 1: Familiarize yourself with OKR Defining an OKR is easy, Objectives and Key Results, or OKRs in short, is a rigorous goal setting and tracking method invented by Andy Grover and used in Intel from its early years. For more information on what an OKR is you can see our detailed post here. Andy… Read more