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 ...

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 best customer wins feel natural, making the right connections at the right times. But business owners know there’s a method behind the magic, as well as plenty of hard work, passion and tough ...

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 ...

Lance Tyson is President/CEO of Tyson Group, a bestselling author, and an expert sales negotiator/consultant for the world's biggest brands. The business goal of maximizing return on investment (ROI) ...

Forbes contributors publish independent expert analyses and insights. Providing tools and resources to start, grow and manage your business. Today, the explosive rate of technological growth has ...

Opinions expressed by Entrepreneur contributors are their own. The best customer wins feel natural, making the right connections at the right times. But business owners know there’s a method behind ...