Conversocial, a provider of social media tools, has launched the Conversocial Analytics Platform (CAP) designed to provide a range of new analytics focused on customer service performance.

A key performance indicator (KPI) is a measurable value that demonstrates how effectively a company, department or individual is achieving key business objectives. KPIs are tracked to evaluate success ...

Opinions expressed by Entrepreneur contributors are their own. Executives and employees alike now work toward exceeding various Key Performance Indicators and receive quantitative feedback that ...

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 ...

In business performance management, effectively distinguishing between key performance indicators and operating indicators is a critical challenge for many organizations. In my experience, however, ...

Firms in all industries see artificial intelligence (AI) and automation as a means to improve operational quality and customer experience (CX), reduce costs and increase margins. Customer service is a ...