Articles
Average handle time (AHT) is a key metric that can help contact centers streamline their operations and improve customer satisfaction.
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Different departments work towards different KPIs, which can negatively impact the customer experience. Alignment is the way forward.
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Customer experience practitioners can choose from a wide variety of key performance indicators to determine the success (or lack thereof) of their efforts.
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There’s a yawning gap between knowing the importance of delivering a great customer experience and the ability to actually deliver it.
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What key performance indicators (KPIs) matter in today's digital world?
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How can you reorient your idea of application performance around customer expectations?
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When it comes to evaluating your sales and marketing processes, there are a handful of metrics that can sum up the entirety of your performance. These deal with either total top-line revenue or the profitability of new deals. And while they’re supremely important, they’re also somewhat opaque.
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Digital customer experience is the new differentiator among similar brands and products. The quality of your mobile and online interactions can determine whether a visitor abandons your site for a competitor, switches to a mobile site or app, or gives up altogether. Research shows this is very costly for businesses
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While the standard response to the question as to whether SaaS, cloud computing or outsourcing are the best thing for your company is "yes," HP (news, site ) has released a suite of software for CIOs that will measure just that and provide in-depth insight into how your
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How do you know your web engagement strategies are working if you aren't measuring them. You don't.
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