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 ...

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 ...

Once you’ve identified your KPIs, schedule a recurring weekly meeting to review them. This isn’t just about looking at the ...

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 ...