This article will discuss 6 KPIs that can be used to clearly determine whether a brand is providing an exceptional omnichannel customer experience. Many brands use key performance indicators (KPIs) to ...

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.

KPIs focus on strategic business objectives, while metrics provide supporting data. Understanding this distinction is key for successful customer relationships. Create KPIs through collaboration with ...

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 ...

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, ...

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 ...

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 ...

User experience (UX) can have a big impact on customer satisfaction. Learn which UX design customer metrics you should keep an eye on. Brands want their customers to have the best user experience (UX) ...

You’re missing key details when you measure service KPIs in a vacuum. Instead, focus on a holistic view of your service organization. Change the way you think about KPIs. Increase visibility into ...