- Words: 6464
- Length: 18 Pages
- Topic: Business
- Paper #: 75493006
From a performance analysis perspective, costs of alternative support channels are first evaluated, followed by the key performance indicators (KPIs) typically used in financial services organizations to measure the performance of their online initiatives, most notably, websites. Following this discussion of performance analysis there is an analysis of resource availability and allocation of resources.
From a cost-per-incident analysis, the following table presents findings from Forrester Research specifically in measuring