Each process is easy to understand on its own. In the case of SLA (service level agreement), KPI (key performance indicators) and OPI (operational performance indicators) you use the technique to ...

4. Service Level This KPI gauges your capability to provide the quality of service you promised your customers in the service level agreement (SLA). An SLA is a call center’s pledge to maintain ...

Processes such as KPI or SLA are enhancers but do not define leadership “I hate KPIs!” chimed a leading strategy execution consultant. For a moment, I thought he was going to argue ...