In an economy driven by service differentiation, it is vital to uncover the value of your operations in order to refine each incremental service offering to its fullest potential.- Clearly quantify the performance of your contact-center: Success goes way beyond efficiency gains. Derive and communicate measurable value from you customer service operations in order to prove your value, and improve your budget. - Re-define your service KPIs to reflect the customer journey: Traditional, operation-centric, CRM metrics focus on statistics, often missing how your customer truly feels. Develop journey-centric KPIs in order to reveal unparalleled insight into how customers perceive their experience and your brand. - Demonstrate your success: Develop new perspectives to evaluate your service initiatives, and communicate the fruits of your labour in a clearer, more digestible manner.