One of the most common practices across contact centers, large and small, is measuring agent performance and service quality through Key Performance Indicators (KPIs). This industry-proven approach, ...

In this on-demand webinar we talk through the information presented in our newest special report, 5 Critical KPIs For Field Service Success. Failing to set and track the right KPIs can be detrimental ...

Why do we need to measure service KPIs differently than we have been in the last few decades? Long story short: service has changed. But, more importantly, a number of challenges, including COVID-19, ...

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 ...

Once upon a time, people would buy goods or services they needed and go on about their day. Leaving reviews wasn’t a thing. Expecting a company to go above and beyond what you wanted wasn’t a thing.

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 ...

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 ...

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 ...

Key performance indicators (KPIs) are the foundation of qualified decisions. It doesn’t matter if you’re testing a concept, bringing a product to market, introducing a new feature to a mobile ...

No matter what industry you're in, your business is becoming increasingly digital. Managing your digital service requires key performance indicators (KPIs) that ensure you provide a great experience ...

Businesses are made or broken by their ability to measure performance accurately, and then quickly react accordingly. COVID-19 has made this both more accurate, and more difficult. Enormous external ...