The customer service team perceives they have little visibility into potential and ongoing issues, often relying on customers themselves to fill them in. One of the worst-case scenarios is the ...

To overcome this, it is necessary to choose the right customer experience (CX) metrics. Part of this means that you need to choose data and performance calculations that are critical to your ...

Below, seven members of Business Journals Leadership Trust offer tried-and-true tips for measuring ROI metrics for customer service and sharing them with stakeholders. 1.

Your customer service team works hard to achieve its objectives and improve customer satisfaction. But how do you prove it? This eBook explores how to capture and leverage key performance indicators ...

The definition of customer experience is broadening and deepening as we move into an Everything-as-a-Service (XaaS) world, where successful outcomes are just as important as in-the-moment satisfaction ...

ORANGE, Conn.--(BUSINESS WIRE)--Avangrid, Inc. (NYSE: AGR), a leading sustainable energy company and a member of the Iberdrola Group, announced today improved customer service metrics across its ...