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 ...

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 ...

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 ...

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 ...

The most useful useful KPIs relate to your company's objectives. When you analyze your goals for the factors that determine success, you have an indication of where to find KPIs that show you how well ...

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, ...

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 ...