Once upon a time, people would buy goods or services they needed and go on about their day. Leaving reviews wasn’t a thing. Expecting a company to go above and beyond what you wanted wasn’t a thing.

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.

Grand View Research valued the global contact center software market at $16.3 billion in 2018, but the firm expects it to reach $47.8 billion by 2025, growing at a compound annual rate of 17.6 percent ...

ROYAL OAK, Mich.--(BUSINESS WIRE)--Gongos, Inc. a consultative agency focused on operationalizing customer centricity, today launches its Value Exchange (Vex) Reports and Advisory Services, the result ...

If customers are complaining about your business, chances are it's having a negative impact on your profits and could be impacting your company's reputation. Putting a stop to the negative damage of ...

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 ...

KPIs are a critical part of a marketing program and ones that aren't aligned with the business or measuring the wrong things can cost your business big. We’ve caught up with marketers and experts to ...

Another set of KPIs firms should track on their social media and digitial platforms are Customer Centric Metrics. Here are some that are important to know. #socialmediamarketing ...

Customer service means different things to different people. Consumers engage with businesses via browser, smartphone, social media, and other digital touchpoints that are usually not associated with ...