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 ...

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, ...

Field service businesses can look to balance customer service with operational efficiency and cost though setting and measuring Key Performance Indicators (KPI’s). However, this is not as simple as it ...

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 ...

KPIs focus on strategic business objectives, while metrics provide supporting data. Understanding this distinction is key for successful customer relationships. Create KPIs through collaboration with ...

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 ...

ServiceMax puts FSM into a wider context with new Tableau dashboards in Asset 360 and ServiceMax Core, and brings asset data to the SFS mobile app. ServiceMax yesterday rolled out new features in its ...