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.

What KPIs do you as a marketer use? Probably revenue- and conversions-based, right? There is more to it than just that. Tom Cruise’s “Jerry Maguire” sports agent movie character famously shared a ...

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 ...

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