Tech issues, even small ones, can have an enormous impact on a company’s ability to consistently deliver a positive customer experience. Frustrated customers today have no problem taking their business elsewhere, and they’re likely to tell others about their experience. A complaint that years ago would have been aired to a small circle of family and friends can now easily reach thousands (maybe millions) via social media outlets, such as Twitter.
To better understand customer experience, it is important to track certain key performance indicators (KPIs). By closely monitoring these KPIs in real-time, companies can spot service degradations and possibly preempt their impact on customers. This slideshow features the top five KPIs to watch, as identified by Empirix.
Top 10 Cities for Fastest Tech Job Growth The fastest growing markets for tech jobs.
Five Megatrends Changing Personal Computing Gartner says the personal cloud will replace the personal computer as the center of users' digital lives by 2014.
Five Cloud Application Adoption Trends Survey shows finding the right IT vendor to partner with is critical decision for SMBs adopting cloud applications.
Here are the top five ways that contact centers can utilize analytics to make better business decisions. ... More >>
As enterprises move Hadoop from pilot to production environments, they are finding the "on-boarding" process slow and complicated. ... More >>
Here are five strategies for leveraging Big Data analytics to turn health data into actionable insights and improved outcomes. ... More >>