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