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Resources from OpsDog

Practical guides and articles on using data and other tools to improve business operations.

How to Measure HR Department Performance

Everyone has a different definition of success. This is certainly true in the world of business as accurately judging performance can be tricky. Take the Human Resources (HR) Department, for instance. The HR Department plays a vital role in setting the company up for success, but does not contribute to the bottom line directly. So how can you measure success in HR? Look through these five ‘layers’ of performance to obtain a holistic, top-down view of HR operations.

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How to Measure Call Center Performance – A Step-by-Step Guide

Business performance assessment and management is a daunting task that managers face on a daily basis. How are my employees performing? Are we improving the customer experience? Where can we improve?

These questions can be tough to answer, especially for a small or medium-sized company that can’t afford business intelligence applications with all of the bells and whistles or the luxury of bringing in a consulting firm to improve their operations.

This article will describe the basics of analyzing and benchmarking the performance of a Call Center, or Contact Center.

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5 IT Support KPIs IT Managers Should be Tracking

Categories: IT, KPIs & Metrics
Author: Scott Baptista

I’m sure you are well aware how important and useful information technology, or IT for short, departments are. So how can IT companies or departments keep up with the demand for expert level service, especially when most of the people asking for help are frustrated enough as it is before deciding to call for support? Tracking the data associated with metrics in your IT balanced scorecard or dashboard will not only show the company or department what is actually happening, but it will also show what can be improved. Read on to take a look at a few.

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4 Insurance KPIs to Measure Customer Experience

Categories: Benchmarking, Insurance, KPIs & Metrics
Author: Scott Baptista

Insurance is a competitive field to be in. Especially now when customers can essentially “shop-around” by analyzing the reviews, stories and comments published by previous customers. With so many companies to choose from and published pieces to influence them, how can contemporary insurance companies retain the interest of would be and current customers? Here are 4 metrics every insurance company should be tracking to make sure they are meeting the growing demands of the customer.

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5 Banking KPIs and the Birth of Modern Banking

Categories: Banking, Benchmarking, KPIs & Metrics
Author: Scott Baptista

Though an old institution to be sure, banking, in the modern sense of the word, can be traced to medieval and early Renaissance Italy. The increased economic activity of the Middle Ages allowed money changers and merchant bankers to rise in stature and power in the city states of Florence, Venice and Genoa.

Let’s take a moment to consider what lessons of the time, in the form of key performance indicators (KPIs), still apply today.

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