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 ...

Conversocial, a provider of social media tools, has launched the Conversocial Analytics Platform (CAP) designed to provide a range of new analytics focused on customer service performance.

ROYAL OAK, Mich.--(BUSINESS WIRE)--Gongos, Inc. a consultative agency focused on operationalizing customer centricity, today launches its Value Exchange (Vex) Reports and Advisory Services, the result ...

Grand View Research valued the global contact center software market at $16.3 billion in 2018, but the firm expects it to reach $47.8 billion by 2025, growing at a compound annual rate of 17.6 percent ...

If customers are complaining about your business, chances are it's having a negative impact on your profits and could be impacting your company's reputation. Putting a stop to the negative damage of ...

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 ...

Another set of KPIs firms should track on their social media and digitial platforms are Customer Centric Metrics. Here are some that are important to know. #socialmediamarketing ...

In today's competitive business world, providing exceptional customer service is a crucial part of any company's success. While having knowledgeable managers and customer service representatives is ...

It’s easy for businesses to get swept up in the day-to-day pursuit of increased market share, higher ROI and bigger bottom lines. While it’s crucial for organizations to be forward-thinking and ...

Your technicians are some of your most customer-facing employees. Tasked with interpreting and completing work orders, answering customer complaints, and executing ...