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 ...

Many organizations use key performance indicators, or KPIs, to set goals and track the progress of their operations. For some organizations, the process of measuring data serves as an exercise in ...

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 ...