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.

Opinions expressed by Entrepreneur contributors are their own. Executives and employees alike now work toward exceeding various Key Performance Indicators and receive quantitative feedback that ...

A key performance indicator (KPI) is a measurable value that demonstrates how effectively a company, department or individual is achieving key business objectives. KPIs are tracked to evaluate success ...

In business performance management, effectively distinguishing between key performance indicators and operating indicators is a critical challenge for many organizations. In my experience, however, ...

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 ...