Renewable Energy Surges to 18% of U.S. Power Mix

Renewable Energy Surges to 18% of U.S. Power Mix

Eighteen percent of all electricity in the United States was produced by renewable sources in 2017, including solar, wind, and hydroelectric dams. That’s up from 15% in 2016, with the shift driven by new solar and wind projects, the end of droughts in the West, and a dip in the share of natural gas generation.

The Evolution Of Customer Service Metrics

The Evolution Of Customer Service Metrics

Customer Lifetime Value is the key metric for customer experience-oriented businesses. Average Handle Time, Customer Satisfaction, and Cost to Serve all have their place, but in today’s modern service landscape, LTV—mainly driven by repeat business or subscription over time—has to take the top spot. This evolution is ongoing, and successful businesses need to master it.

Call Center Workforce Management Best Practices

Call Center Workforce Management Best Practices

If you want to run a successfully operating call center, efficiency is vital. Just ask any call center manager what’s their most important mission when it comes to managing the call center, and chances are they’ll tell you: it’s increasing efficiency.