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 ...

This article will discuss 6 KPIs that can be used to clearly determine whether a brand is providing an exceptional omnichannel customer experience. Many brands use key performance indicators (KPIs) to ...

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 ...

Continuous digital connection has fundamentally transformed the entire customer relationship lifecycle, from sales and marketing through to customer service and renewal. In place of the sporadic sales ...

What key performance indicators (KPIs) matter in today's digital world? An MIT Sloan/Google report last year pointed out that our current key performance indicators (KPIs) for customer experience are ...

Why do we need to measure service KPIs differently than we have been in the last few decades? Long story short: service has changed. But, more importantly, a number of challenges, including COVID-19, ...

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 ...