Once upon a time, people would buy goods or services they needed and go on about their day. Leaving reviews wasn’t a thing. Expecting a company to go above and beyond what you wanted wasn’t a thing.

If your business is like most, you probably use email for internal and external communications in sales, marketing, and even customer service. So if you want higher profitability and customer ...

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 ...

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 ...

One of the most common practices across contact centers, large and small, is measuring agent performance and service quality through Key Performance Indicators (KPIs). This industry-proven approach, ...

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 ...

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 ...