Life is a series of progressions. Take the transition from student to professional, for example. In school, our objective is to learn the fundamentals of a subject. When we start our careers, we aim ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 2 years old. NPS is one of the ...

Keeping an eye on your day-to-day customer service operations means measuring the right metrics—that is, knowing which ones are setting your business up for both immediate and long-term success.

What gets measured gets managed. Make sure you measure the right key performance indicators (KPIs) to lead your business to success. Here are six metrics that will help you manage the underlying ...

There’s a disconnect between the front office and the back office, and it’s happening at the worst time. Best-in-class customer service is critical right now, but when the customer service team isn’t ...

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. Providing excellent customer service doesn’t just foster ...

L-R: Kathleen Lucente, Jared Knisley, Jerry Ramos, Jessica Hawthorne-Castro, Kent Lewis, Peter Abualzolof The Business Journals Leadership Trust By Business Journals Leadership Trust Expert Panel® ...

“Girl, I get a rush when we’re speeding in my car/ And sometimes it’s too much” —Tyler, the Creator (“2SEATER”) DURING MY USUAL prowling around these interwebz of ours, I stumbled across a photo that ...

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.

Return on investment is one of the most critical metrics any company can track. Knowing the ROI of each company function makes it easier to make key business decisions. Measuring the return on ...