KPIs and Metrics

Research Insight: Customer Metric Trends & Renewing Interest in Customer Effort Score

Report: 2024 KPIs & Metrics Summary Findings

How Will Your Service Organization Stack Up in 2024?

How Will Your Service Organization Stack Up Against the Best-In-Class in 2024?

ServiceExperts™: Looking Beyond Traditional KPIs – Manage Costs, Improve CX and Measure Success

Looking Beyond Traditional KPIs to Create an All-Star Service Org

Building a Lean Service Machine: Cutting Service Cost While Improving Performance

Research Insight: The Customer and Employee Experience Parallel (CX + EX)

What First Time Fix Rate Isn’t Telling You

Evolving KPIs/Metrics