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 ...
Too often, when organizations think about getting started with a traditional CX program, things generally go one of two ways: