Analytics and data
Customer conversations are a gold mine for key insights, but how do you know what to look for? Find out how to capture, process, and iterate on customer data, so you can build the modern experiences your customers have come to expect.
Latest stories
Article
5 min read
3 smart solutions to common customer service challenges
While every business is unique, growing businesses which prioritise customer experience often have a few customer service challenges in common.
Article
4 min read
Use customer surveys to innovate your customer experience
Imagine that you’ve just dropped a glass of water in a customer’s lap. Chances are that the look on their face will tell you how they feel!
Article
1 min read
The how-to guide to omnichannel support
An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations.
Article
8 min read
Top 18 customer service metrics to measure
From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.
Article
1 min read
The ROI case for omnichannel support
Offering support across multiple channels is becoming more popular than ever as companies seek new ways to improve customer experience.
Article
17 min read
12 call centre metrics to track (and how to improve them)
Call centers play a key role in creating great customer experiences. Track these key call center metrics to measure performance and achieve customer service success.
Article
4 min read
10 Customer experience KPIs
According to recent research, by the year 2020, customer experience will overtake price and product as the key brand differentiator.
Article
4 min read
Three customer support KPIs you need to track
Over the years, I’ve been fortunate enough to be included in discussions with some of the world’s most effective customer support leadership teams.
Article
3 min read
Demystify your data: the 3 types of customer analytics
Customer analytics can tell you what you want to know about your customers, leading to sharper predictions and actionable roadmaps for achieving your desired results
Article
6 min read
Geckoboard conquers global support with data
Research by Global Workplace Analytics found that the number of full-time US employees who regularly work at home has grown by 115% since 2005.
Article
7 min read
First reply time: 9 tips to deliver faster customer service
First response time refers to how quickly an organisation can respond to a customer. Learn how to measure, track and improve this crucial metric in our guide.
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