There are countless CCaaS-related statistics that measure everything from customer satisfaction to digital adoption trends. While they may vary depending on source and time of publication, the central message remains the same: if a given brand doesn’t provide efficient self-service capabilities, digital support channels, or a means of arming agents with the right information at the right time to resolve issues on the first engagement, brand loyalty will suffer. Customers will move on. Agents will quit. So, where do Key Performance Indicators, or KPIs, come in? All of the above has a serious impact on an organization’s bottom line, and a new or updated CCaaS platform can be the solution that positively impacts KPIs, which tend to demonstrate where that bottom line is trending. Understanding the KPIs your prospect and their organization are focused on will help you as a Trusted Advisor better assess the challenges that need to be solved, thus allowing you to clearly explain why a prospect should take the time to examine our CCaaS vendors. GOAVANT.NET