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call center kpi

SLA Formula in BPO: CXO’s Guide to Strategic Growth in 2026

Aditya Kamat

As a C-suite executive, you know the SLA isn't just another metric on a dashboard. It’s your handshake with the client—a firm, strategic promise that… Continue reading SLA Formula in BPO: CXO’s Guide to Strategic Growth in 2026

Talk Time Formula: A Strategic Guide for VPs and Directors to Boost CX Efficiency & Revenue

Aditya Kamat

On the surface, the talk time formula is simple arithmetic: divide your total talk time by the total number of calls. But for anyone in… Continue reading Talk Time Formula: A Strategic Guide for VPs and Directors to Boost CX Efficiency & Revenue