Learn how to design KPIs that actually improve performance by focusing on outcomes, employee involvement, curiosity, and real ...

The key is transforming raw information into actionable insights that drive meaningful improvements. Gathering critical call center metrics – such as cost per acquisition, first call close rates, ...

ALPINE RACING TEAM. FIRST RESPONDERS IN LACONIA ARE ONE STEP CLOSER TO GETTING A NEW 911 CALL CENTER. A GROUNDBREAKING CEREMONY WAS HELD YESTERDAY. THE $8.5 MILLION PROJECT WILL REPLACE THE ...

New Jersey's Centers for Independent Living, which provide services to people with disabilities, face a proposed $3 million budget cut. Disability advocates argue that the cuts would severely ...

The call centers that America’s military veterans rely on to schedule appointments and arrange medical care may no longer have a live voice on the other end of the line because the agents who ...

As a B&B in the highly competitive historic Pittsburgh area, the Morning Glory Inn needed a way to attract more recreational and business travelers. Its Web site, the Yellow Pages, and direct mail ...