Understanding the psychology behind setting and meeting goals will help you focus on what matters and improve productivity.
Mo McKibbin • 6 min read
The ROI of thanking your customers is tantamount to the ROI of word-of-mouth. Here’s proof … and what to do about it.
Emily Triplett Lentz • 9 min read
Support and community are about relationships and connection, but that does not mean we should only represent our work with qualitative, human-centered metrics.
Jessica Malnik • 9 min read
While reporting on customer support is important, there’s more to it than just the numbers.
Gregory Ciotti • 10 min read
Show your company the value of customer support using data you already have.
Simon Ouderkirk • 6 min read
“Investing in ROI for customer service covers more than salaries and tools. Mat talks about the importance of leadership in ROI.”
Mathew Patterson • 2 min read
Is it that people who work in customer service are lazy? That they just don’t care? Or have repeated telephone cord near-strangulations damaged some critical part of their brain? Perhaps.
Mathew Patterson • 4 min read
Customer service metrics are easy to measure, but what exactly should you track and how should you report on it?
Mathew Patterson • 8 min read
Customer support isn’t a cost center, it’s a vital bridge between the initial sale and creating long-term value for your customers. Simon Ouderkirk from Automattic challenges customer support teams to fight for the revenue they generate.
Mathew Patterson • 11 min read
A 7-step guide to creating a consistent, effective quality review process that will help your team raise the bar on your customer service interactions.
Martin Kõiva • 10 min read
How to usefully and consistently measure support quality, and how to use the information you gather to improve the quality of your training and the service you provide.
Shauna Anderson • 7 min read