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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
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
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
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
10 Great OKR Examples for Event Execution Excellence
From grand galas to cozy meet-ups, every event is a mission! But success isn’t just about crossing things off a…
Bastin Gerald
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
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
How to Chart a Course in Strategy & Execution with MECE?
Introduction Sometimes problem-solving in business can make you feel like trying to piece together a jigsaw puzzle without a guiding…
Bastin Gerald
How Google Consistently Uses OKRs to Achieve Great Results?
Introduction In 1999, shortly following its inaugural year, Google incorporated OKRs, or Objectives and Key Results. The OKR framework remains…
Bastin Gerald
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
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