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 ...

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 ...

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

So if you want higher profitability and customer satisfaction, email response time should be your new key performance indicator (KPI) to measure. Email response time is how quickly your company ...