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 ...

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, ...

How do you know your customers are happy? Out of all the metrics that contact centers track, there are certain KPIs that are essential for understanding your customers and making sure they’re ...

ServiceMax puts FSM into a wider context with new Tableau dashboards in Asset 360 and ServiceMax Core, and brings asset data to the SFS mobile app. ServiceMax yesterday rolled out new features in its ...

Why does your company make a profit? It earns profits from your satisfied customers. Can you grow or even survive as a business without satisfied customers? I recently spoke at the CFO Leadership ...

Dublin, Sept. 16, 2019 (GLOBE NEWSWIRE) -- The "Digital KPIs Transforming the Automotive Industry" report has been added to ResearchAndMarkets.com's offering. The automotive industry as we now know it ...