KPIs have many different names and can be either a framework for customer service success or a ball and chain which removes an agent and manager’s flexibility and creativity. The most important aspect ...

One of the most common practices across contact centers, large and small, is measuring agent performance and service quality through Key Performance Indicators (KPIs). This industry-proven approach, ...

Key performance indicators (KPIs) are necessary if you want to measure your business and improve operations to reduce costs. KPIs help a company establish performance standards, track performance and ...

Key metrics every service company should track for optimal data-driven decision making that supports core business objectives. Determining the Key Performance Indicators (KPIs) that prove your company ...

The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end. Internet, water and electricity services must be maintained, forcing companies to ...

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 ...

All businesses, from startup coffee roasters to billion-dollar e-commerce companies, are vested in tracking their progress, figuring out what works and fixing what doesn’t. That’s where Key ...

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 ...

No matter what industry you're in, your business is becoming increasingly digital. Managing your digital service requires key performance indicators (KPIs) that ensure you provide a great experience ...