Once upon a time, people would buy goods or services they needed and go on about their day. Leaving reviews wasn’t a thing. Expecting a company to go above and beyond what you wanted wasn’t a thing.

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 ...

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 ...

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.

According to a recent survey, 78 percent of customer service professionals are tracking at least one performance metric at work. But are they tracking the right metrics? The reality is that contact ...

What key performance indicators (KPIs) matter in today's digital world? An MIT Sloan/Google report last year pointed out that our current key performance indicators (KPIs) for customer experience are ...

Key performance indicators (KPIs) measure how effective your company is at achieving its goals. Learn how to find the right ...

Key performance indicators help managers analyze and interpret how well their organizations function. Choosing just a few operational data points to include in a review reduces complexity. Successful ...

Opinions expressed by Entrepreneur contributors are their own. Executives and employees alike now work toward exceeding various Key Performance Indicators and receive quantitative feedback that ...

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 ...