The Problem“No new headcount. Growth and retention targets unchanged.” The message many Support leaders are getting from C-suites right now is clear. ...
Support queue health is complex. There are dozens of popular Support metrics that each have a time and a place. Each one offers unique insight into the q...
Every day, your agents work really hard to solve customer problems thoughtfully and efficiently. Right now, there’s a good chance that several agents are...
Your Support team is probably busy — well, busy is not quite a strong enough word. Swamped? Overwhelmed? Drowning? You get the idea. There are simply not...
While escalations are a fact of life, you’ve probably seen at least a handful of escalated cases that really didn’t need to get there. Many escalations f...
When Things Go Well…Think of some of your favorite companies. What keeps you coming back?Big shout out to Chewy. I recently changed my shipping address ...
The stakes for customer experience are only getting higher. According to Zendesk, 61% of customers would now defect to a competitor after just one bad ex...
For many businesses, Support interactions represent the only human interaction they have with their customers.According to Zendesk, 78% of senior company...
On paper, your agent everything right. So why did that case get….(insert any and every negative outcome you weren’t expecting)….escalated, re-opened, low...
CX teams measure team effort to understand and manage their overall cost of serving customers and to cultivate happy and engaged teams that play a starri...
This is the final post in a three-part series about assembling your customer feedback stack so that you can take action faster and more effectively than ...
