How to Better Tag Your Zendesk Customer Interactions
Accurately tagging your customer interactions in Zendesk is more important than you think. Learn more about how and why tagging customer conversations matters.
How To Build A Stronger Tagging Taxonomy To Analyze Customer Feedback
Companies talk to customers every day via a wide range of channels from customer support, sales, and research interviews to surveys, reviews, and social media. All these interactions leave trails of valuable information — which you can mine for important customer insights. To understand underlying themes around customer needs and wants, it’s time to start…
5 Ways to Use Workforce Planning for Gold Standard Service
We all can quickly recall examples of when we’ve received gold-star service — and at the opposite end of the spectrum — when service has been disappointing. For example, think of how an amazing restaurant experience combines well-prepared, tasty food with promptness, friendliness, and food-oriented knowledge. Then think of an example when you’ve been stuck…
8 Benchmarks To Improve Your Live Chat Metrics
A live chat system gives customers direct access to help and service, wherever they are. Another bonus: Customers can multitask while waiting for an agent’s response. The same can be said for live chat agents, who can search and gather supporting information during a responsive live chat session with a customer without having to put…
Defining the Most Effective KPIs to Measure Your Business’s Performance
Measuring your business’s performance is an ideal way to determine how well your team’s working and what you can do to deliver customer service you’re truly proud of. After all, customer satisfaction is a key brand differentiator. Your reputation matters! Performance measurement begins with defining your KPIs. The performance KPIs need to be the right…
How Do Performance KPIs Affect Your Strategic Impact Measurements?
Every business has to develop effective customer service strategies to maximize performance, drive improvements, and achieve ongoing success — and success starts with measuring performance KPIs. As a manager, you should have a clear understanding of your business’s goals, values, and priorities, but building an effective strategy that takes your company’s customer service in exciting…
9 Must-Have KPIs For Customer Service Managers
As a customer service manager, you’re responsible for driving your agents to deliver the best CX in every single interaction.
7 Key Skills Your Contact Center QA Analyst Should Have
You’ve hired quality assurance analysts to help your contact center agents improve their customer service. You’ve introduced them to the team, incorporated them into your everyday processes, and are eagerly awaiting the fruits of their labor. But while the foundation for success is laid, contact center key performance indicators need to be applied to your…
What Should You Measure In A Call Center Quality Assurance Scorecard?
You’ve chosen to start a quality assurance program in your call center. You want to boost your customer service, enhance your agents’ performance and establish a stronger workforce right across the board.
Why is Quality Assurance Important in a Call Center?
Quality assurance has the power to transform your call center’s performance and maximize customer satisfaction, but how?