Life is a series of progressions. Take the transition from student to professional, for example. In school, our objective is to learn the fundamentals of a subject. When we start our careers, we aim ...

CMSWire 2025 Contributor of the Year Trish Wethman challenges leaders to move beyond NPS arguments and focus on action that ...

What gets measured gets managed. Make sure you measure the right key performance indicators (KPIs) to lead your business to success. Here are six metrics that will help you manage the underlying ...

Famed business consultant, educator, and author Peter Drucker said, “What gets measured, gets managed.” This mantra is as important today as ever when running a business, especially for the service ...

Last month, I argued that the length of time customers spend interacting with their utility company is not -- on its own -- a sufficient measure of “customer engagement.” Customers care more about ...

There’s a disconnect between the front office and the back office, and it’s happening at the worst time. Best-in-class customer service is critical right now, but when the customer service team isn’t ...

Dom Nicastro: Hey everybody. Dom Nicastro here, welcome to another edition of CMSWire TV. Beyond the Call. I am the editor-in-chief of CMSWire, and I’m joined by—let’s get this out of the way—Melissa, ...

Customer Lifetime Value is the key metric for customer experience-oriented businesses. Average Handle Time, Customer Satisfaction, and Cost to Serve all have their place, but in today’s modern service ...

Metrics paves the way for investigations. For any service manager, the race to complete the investigation and resolve the issue is against the customers’ tolerance levels to a number of service ...

SurveyMonkey is now Momentive. Learn more here. A business that cannot win the loyalty of customers is a business that cannot succeed in the long-term. It’s that simple. In this age of ...