Top 25 Call Center Kpis Of 2011 2012
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Top 25 Call Center Kpis Of 2011 2012
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Author : The KPI Institute
language : en
Publisher: CreateSpace
Release Date : 2013-04
Top 25 Call Center Kpis Of 2011 2012 written by The KPI Institute and has been published by CreateSpace this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-04 with categories.
The "Top 25 Call Center of 2011-2012" report provides insights into the state of call center performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. SmartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.
Top 25 Customer Service Kpis Of 2011 2012
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Author : Kpi Institute
language : en
Publisher: Createspace Independent Pub
Release Date : 2013-03-01
Top 25 Customer Service Kpis Of 2011 2012 written by Kpi Institute and has been published by Createspace Independent Pub this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-01 with Business & Economics categories.
The "Top 25 Customer Service KPIs of 2011-2012" report provides insights into the state of customer service performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format, that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. smartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.
Top 25 Call Center Kpis Of 2010
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Author : smartKPIs.com
language : en
Publisher:
Release Date : 2011-11-01
Top 25 Call Center Kpis Of 2010 written by smartKPIs.com and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-11-01 with categories.
The "Top 25 Call Center KPIs of 2010" report provides insights into the state of call center performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2010. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. While dominated by KPIs reflecting agent performance and service responsiveness, other popular KPI examples come from categories such as call routing, call handling and service quality. This product is part of the "Top KPIs of 2010" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. smartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2010 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.
Top 25 Telecommunications Kpis Of 2011 2012
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Author : Kpi Institute
language : en
Publisher: Createspace Independent Pub
Release Date : 2013-02-19
Top 25 Telecommunications Kpis Of 2011 2012 written by Kpi Institute and has been published by Createspace Independent Pub this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-02-19 with Business & Economics categories.
The "Top 25 Telecommunications KPIs of 2011-2012" report provides insights into the state of telecommunications performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format, that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. SmartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.
The Kpi Compendium
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Author : Smartkpis Com
language : en
Publisher: Createspace Independent Publishing Platform
Release Date : 2013-03-27
The Kpi Compendium written by Smartkpis Com and has been published by Createspace Independent Publishing Platform this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-27 with Organizational effectiveness categories.
By assembling the largest collection of KPIs in a single book, The KPI Institute provides a powerful practice based learning tool. The KPI Compendium lists over 20,000 Key Performance Indicators (KPIs) examples listed by the smartKPIs.com team of researchers on the website with the same name. Main features: Each example has an identification number assigned to it, that can be used to look up additional KPI documentation on the website. All examples are grouped in a taxonomy structured around 3 contexts: global, organizational and personal. Contexts are grouped in further categories such as functional areas and industries Functional areas covered: Accounting Accounts Payable - Accounts Receivable Corporate Services Administration - Office Support - Corporate Travel - Facilities - Property Management - Legal Services CSR / Sustainability / Environmental Care Corporate Social Responsibility - Environmental Care Finance Asset - Portfolio management - Financial stability - Forecasts & Valuation - Liquidity - Profitability Governance, Compliance and Risk Compliance and Audit Management - Governance - Risk Management Human Resources Information Technology Application Development - Data Center - Enterprise Architecture - IT - General - IT - Security - Network Management - Service Management Knowledge and Innovation Innovation - Knowledge Management - R & D Management Marketing & Communications Advertising - Marketing - Public Relations Online Presence - eCommerce eCommerce - Email Marketing - Online Advertising - Online Publishing - Weblogs - Search Engine Optimization (SEO) - Web Analytics Portfolio and Project Management Benefits Realization Management - Portfolio Management - Project Management Production & Quality Management Maintenance - Production - Quality Management Sales and Customer Service Customer Service - Sales Supply Chain, Procurement, Distribution Contract Management - Inventory Management - Logistics / Distribution - Procurement / Purchasing - Supply Chain Management Industries covered: Agriculture Arts and Culture Construction & Capital Works Education & Training Financial Institutions Government - Local Government - State/Federal Healthcare Emergency Response/Ambulance Services - Healthcare Support Services - Hospitals - Medical Laboratory - Medical Practice - Preventive Healthcare - Veterinary Medicine Hospitality & Tourism Food and Beverage Service - Hotel/Accommodation - Tour Operator - Travel Agency Infrastructure Operations Airports - Ports - Railways - Roads Manufacturing Media Non-profit / Non-governmental Postal and Courier Services Professional Services Accounting Services - Business Consulting - Engineering - Legal Practice - Recruitment/Employment Activities - Publishing Real Estate/Property Property Management - Real Estate Development - Real Estate Transactions Resources Coal and Minerals Mining - Oil and Gas - Sustainability/Green Energy Retail Sport Management Coaching/Training - Sport Club Management - Sport Event Organization Telecommunications/Call Center Call Center - Telecommunications Transportation Airlines - Land Transport (Road & Rail) - Local Public Transport - Marine Transport/Shipping Utilities Electricity - Natural Gas - Water and Sewage
Political Economy Of Media Industries
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Author : Randy Nichols
language : en
Publisher: Routledge
Release Date : 2019-10-28
Political Economy Of Media Industries written by Randy Nichols and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-10-28 with Language Arts & Disciplines categories.
This book provides a critical political economic examination of the impact of increasingly concentrated global media industries. It addresses different media and communication industries from around the globe, including film, television, music, journalism, telecommunication, and information industries. The authors use case studies to examine how changing methods of production and distribution are impacting a variety of issues including globalization, environmental devastation, and the shifting role of the State. This collection finds communication at a historical moment in which capitalist control of media and communication is the default status and, so, because of the increasing levels of concentration globally allows those in control to define the default ideological status. In turn, these concentrated media forces are deployed under the guise of entertainment but with a mind towards further concentration and control of the media apparatuses many times in convergence with others
The Greenhouse Gas Protocol
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Author :
language : en
Publisher: World Business Pub.
Release Date : 2004
The Greenhouse Gas Protocol written by and has been published by World Business Pub. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business enterprises categories.
The GHG Protocol Corporate Accounting and Reporting Standard helps companies and other organizations to identify, calculate, and report GHG emissions. It is designed to set the standard for accurate, complete, consistent, relevant and transparent accounting and reporting of GHG emissions.
Key Performance Indicators
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Author : David Parmenter
language : en
Publisher: John Wiley & Sons
Release Date : 2011-01-11
Key Performance Indicators written by David Parmenter and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-01-11 with Business & Economics categories.
Breathtaking in its simplicity and profound in its impact, Key Performance Indicators (KPI) distills the balanced scorecard process into twelve logical steps, equipping users with an implementation resource kit that includes questionnaires, worksheets, workshop outlines, and a list of over 500 performance measures. Author David Parmenter provides you with everything you need to master and implement a KPI-driven strategy.
The Service Profit Chain
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Author : James L. Heskett
language : en
Publisher: Simon and Schuster
Release Date : 1997-04-10
The Service Profit Chain written by James L. Heskett and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997-04-10 with Business & Economics categories.
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Handbook Of Corporate Performance Management
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Author : Mike Bourne
language : en
Publisher: John Wiley & Sons
Release Date : 2011-10-24
Handbook Of Corporate Performance Management written by Mike Bourne and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-10-24 with Business & Economics categories.
"Companies can gain a real competitive advantage from managing their performance effectively. This book is bristling with ideas, tools and practical examples of how your business can manage performance better." Mark Baker, Head of Risk and Assurance for Pentland Brands "Mike & Pippa Bourne have really covered the field with this book – from the practical tools to the conceptual approaches. A thoughtful but highly practical approach to corporate performance measurement and management." Paul Woodward, CEO Sue Ryder - Former CEO Schering UK "The theory of corporate performance management is not complicated but putting it into practice is quite another issue. This book explains very clearly the underpinning theory and it also provides examples of how leaders have tackled some of the thorny problems associated with implementation." Mike Ophield, Managing Director, Crowcon "If you are finding it hard to implement your strategy then it's time to read this book. Corporate Performance Management will take you through the tools and approaches to ensure your strategy is executed and to manage the resulting performance." Andrew Brodie, HR Director, Faccenda Group