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.

To ensure they are successfully driving operations toward meeting their company’s strategic goals, all business leaders need to look carefully at a variety of key performance indicators. While the ...

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 ...

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 ...

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