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 ...

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 ...

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 ...

Tension: Companies have more customer data than ever, yet struggle to balance immediate revenue needs against long-term ...

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 ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

“Girl, I get a rush when we’re speeding in my car/ And sometimes it’s too much” —Tyler, the Creator (“2SEATER”) DURING MY USUAL prowling around these interwebz of ours, I stumbled across a photo that ...

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, ...

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 ...

Return on investment is one of the most critical metrics any company can track. Knowing the ROI of each company function makes it easier to make key business decisions. Measuring the return on ...