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Call Length Is the Worst Way to Measure Customer Service

Harvard Business

Practitioners and pundits alike have long debated which metric is best for assessing the performance of a service organization. It’s not surprising that the metric figures prominently on a service rep’s scorecard. Why is average handle time such a bad metric for service? And customers can tell.

Metrics 37
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A Blueprint for Digital Companies’ Financial Reporting

Harvard Business

The level and trend of a company’s top-line metric is an advance indicator of the success of its business model. Investors, therefore, look not just for reported revenues but for drivers behind the revenues, especially because digital companies’ operating activities often differ from their revenue-generating activities.

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Job Hub: Uber Jobs and Culture

Management Consulted

” The first example that comes to mind when you think of the new sharing economy, Uber has fashioned itself as a quicker, cheaper and ultimately better alternative to taxis. Operational worldwide, Uber offers its transportation network services in 58 countries and over 300 cities.

Culture 100
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How One Clothing Company Blends AI and Human Expertise

Harvard Business

An interface communicates the algorithms’ results along with more-nuanced data, such as the personal notes, to the company’s fashion stylists, who then select five items from a variety of brands to send to the customer. When it comes to recommendations, is there room for improvement in the way Amazon and Netflix operate?

Company 28
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Can Index Funds Be a Force for Sustainable Capitalism?

Harvard Business

All investment practices will consider environmental, social, and governance (ESG) metrics because some of those metrics are financially material, meaning decision-useful pieces of information. In both cases, social and environmental metrics matter for the business’s financial success.

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Change Management Is Becoming Increasingly Data-Driven. Companies Aren’t Ready

Harvard Business

There is a new generation of real-time employee opinion tools that are starting to replace old-fashioned employee opinion surveys — tools that tell you far more than just what employees think every year. Developing these sorts of metrics will not be quick or easy. Capture Reference Data About Current Change Projects.

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Your Team Doesn’t Need a Data Scientist for Simple Analytics

Harvard Business

Simpler product environments will require experts in operations, logistics, and supply chain. IT technology and process experts: They understand the nature of the data flow and operational processes. Start by identifying the characteristics and needs of your organization’s environment.

Data 28