Given the harsh economy, service organizations face enormous pressure to provide exceptional customer service at lower cost. Organizations are struggling to deliver interactions that drive customer ...

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 ...

Founder and Managing Principal of DBP Institute. I consult companies on how to transform technology and data into a valuable business asset. Delivering successful data analytics solutions that have a ...