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 ...

The integration of AI in customer service isn’t about choosing between technology and humanity—it’s about using machine intelligence to strengthen human relationships. The Fast Company Executive Board ...

How do you know your customers are happy? Out of all the metrics that contact centers track, there are certain KPIs that are essential for understanding your customers and making sure they’re ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Customer success teams across software companies monitor key metrics religiously—reviewing ...

In order for field service organizations to stay ahead of the game and continue to obtain and retain customers, service managers must have a solid understanding of how their field operations are ...

The challenges of the past two years have required every business to reexamine how it maintains cash flow. Between remote working, postal service delays and, of course, supply chain issues, the ...