Key performance indicators (KPIs) are defined metrics that allow a company’s management to compare performance against a set of targets, objectives, or industry peers.

The benefits of measuring IT service delivery are clear. If you resolve a customer IT problem at first contact, you are improving operational efficien ...

Learn how to design KPIs that actually improve performance by focusing on outcomes, employee involvement, curiosity, and real business impact.

On top of that, call center KPIs also give you a deeper insight into the caller’s experience and customer satisfaction (CSAT) levels.

Customer Satisfaction: Your Most Important KPI Contact centers today have three basic goals: to build or retain revenue, to control operating costs, and to grow customer satisfaction. Contact center ...

When setting your professional goals for Q1, raising customer satisfaction should top the list. But it’s not easy. That’s why Goodays compiled everything you need to make this resolution a reality.

The Perils of the Customer Satisfaction Survey The most obvious answer is: Just ask your customers. However, the obvious answer may not be the best one. The manifestation of “just ask your customer” ...

Customer-centric KPIs help the business understand how customers feel about interactions with the company, such as the average net promoter score (NPS) and customer satisfaction rating.

KPIs are metrics that track ongoing business health. They measure performance in areas such as customer satisfaction, revenue growth and operational efficiency. The following examples illustrate ...

While an increasingly common phrase in management parlance, ‘Customer Delight’ is, for the Commonwealth Bank, a real concept with hefty financial strings attached for failing to deliver on ...