Customer-focused KPIs generally center on per-customer efficiency, customer satisfaction, and customer retention. These metrics are used by customer service teams to better understand the service ...

The best CEOs have all their key performance indicators ... but think about metrics that are unique to your business, and your vision of success. Companies that rely on their customer service ...

What if there were more accurate metrics – ones that offered a far more holistic view of your business’ performance and customer experience? Let’s take a closer look at traditional KPIs, as well as ...

Traditionally, scaling customer service alongside business growth has been a tricky balance to strike. To meet rising demand, the only real option was to add more and more head count to your support ...

In the ever-evolving landscape of banking customer service, the contact center plays an increasingly important role in deposit retention and customer loyalty. Understanding and optimizing key ...