Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective your...
We all know that the No. 1 cause of consumer churn is poor customer service, even above high cost. What’s more, businesses are well aware of the fact that it costs more to find new customers than it does to retain current customers.