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 ...

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 ...