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 ...

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 ...

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 ...