Operational, tactical, strategic ... what kind of dashboard do you have?

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A KPI for mending broken hearts

This past Friday was an anxious day - it would be for any parent - our three year old daughter was scheduled for an adenoid-tonsillectomy - a good thing, trust me. I'll cut that part of my story short, because it was wonderfully uneventful and a success.

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2011 Business Intelligence predictions

Pervasive access to data, the Cloud, industry specialization, and more.

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KPI Dashboards in the Call Center

How KPI Dashboard can help reduce call handling time and increase agent productivity by combining traditional call center metrics with real-time business-relevant data.

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What is a KPI, Metric or Measure?

If you’re slightly unsure about the differences between KPIs, metrics, and measures—you’ve come to the right place. By the end of this post you will understand what each term means and why each term is important. You’ll also be equipped with practical (and hopefully memorable!) examples of each.

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Operational BI: The best have it, laggards don't

I wanted to sum up the findings in an Aberdeen Group report published a few weeks ago, as their research highlights big differences in the success of companies that use Operational BI and those who don't.

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The History of Business Intelligence

An entertaining, informally produced presentation by Microsoft BI about the past, present and future of "decision making". Well worth the 10 minutes out of your day! Enjoy.

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You and Klipfolio: a message from the CEO

Welcome to Klipfolio Inc. Over the years people like you have given us invaluable feedback on our products, market-positioning and branding. After some serious soul searching, market research, and endless meetings, we've bowed to the equity, recognition and momentum associated with the Klipfolio brand. Based on your feedback, we've retired the Serence brand and given the Klipfolio brand a makeover that exudes confidence while remaining clean, simple and professional.

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But who supports the Help Desk?

You only need to weather one call center storm to understand why enterprise help desk teams often develop a siege mentality. While all these service desk pros are supporting regular users, who supports them?

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