Key performance indicators (KPIs) are the compass that guides businesses toward their goals. They can help you make data-driven decisions, but they can also point you toward your true north: customer ...

The integration of AI in customer service isn’t about choosing between technology and humanity—it’s about using machine intelligence to strengthen human relationships. The Fast Company Executive Board ...

KPIs have many different names and can be either a framework for customer service success or a ball and chain which removes an agent and manager’s flexibility and creativity. The most important aspect ...

What key performance indicators (KPIs) matter in today's digital world? An MIT Sloan/Google report last year pointed out that our current key performance indicators (KPIs) for customer experience are ...

Continuous digital connection has fundamentally transformed the entire customer relationship lifecycle, from sales and marketing through to customer service and renewal. In place of the sporadic sales ...

This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs). QA measures, benchmarks, and tracks call center and agent performance for KPIs ...

Business intelligence is essential for strategic decision making in today’s organizations. Effective use of data can provide critical insights into a business's day-to-day and long-term performance.

If you’re a field services company looking to improve efficiency, streamline operations, improve overall customer service, and reduce expense, then utilizing key performance indicators (KPIs) is ...

Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...