Speed of response makes a strong and lasting impression on sales prospects as well as customers. Here's how to treat email ...

Financial indicators, while critical, only provide a historical view and often fail to capture the complexity of ...

However, it is possible to derive some measures from revenue that can be KPIs. Relating revenue to customers at a gross level looks like this: Revenue in a given period is the number of active ...

Your customer service team works hard to achieve its objectives and improve customer satisfaction. But how do you prove it? This eBook explores how to capture and leverage key performance indicators ...

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 satisfied. So what do they mean, and how do we ...

KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Measuring KPIs is ...

‘There really is a process to determine what’s important in your business. … If you don’t know your [key performance indicator] numbers, you are really flying blind,’ says Brett Jaffe ...

According to Nancy Phelan, SVP of Customer Engagement at Trinity Life Sciences, there are a variety of reasons why life science executives might not be using KPIs to guide decisions on investment ...