Running a call center is about more than just answering phones. Every call, every second of talk time, and every interaction ...

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Software engineering teams have tried all sorts of ways to measure the software development process and developer productivity. Here’s why DORA metrics are becoming the industry standard. For years, ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Numbers have a certain allure. They seem precise and unbiased, offering a straightforward ...

Of course you like them; you hired them. And of course you're rooting for them – they work on your behalf every day. If your small business is like many others, you run a tightly knit operation that ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More This article was contributed by Louis Columbus Enterprise software ...

More and more companies, government agencies, educational institutions and philanthropic organizations are today in the grip of a new phenomenon. I’ve termed it “metric fixation.” The key components ...

Let’s say the CEO of your company asks you a simple question: "How are we doing?" Your answer, of course, depends on your department. If you lead sales, you’ll show pipeline and revenue growth. If you ...