Metrics 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.
The impact of empowered support teams on small-business CX
Learn how to set support agents up for success, giving them the tools to drive your business forward.
Latest stories
Article 6 tips for creating more inclusive surveys
Now more than ever inclusion is a measure of workplace culture and inequality across industries. But…
Article The state of your business, as told by data
Customer experience works better when it's driven by data — that's why it's important to integrate data from sales, support, and your customers. Here's how.
Article Is your customer support team ready this holiday season?
It’s the most wonderful time of the year — unless you’re sitting on hold with a…
White Paper Forrester report: The case for asynchronous messaging: Apple Business Chat, Facebook Messenger, WhatsApp
IT leaders are at the forefront of delivering exceptional customer and employee experiences, while keeping operational…
Article Customer service acronyms explained
Customer service acronyms can be confusing to those still learning the field. Learn the explanations behind 30 common customer service acronyms.
Article A guide to customer service reports
Discover the reports that help you better understand and improve the customer experience.
Article 7 tips to get your support teams through 2020 (and beyond!)
Time to put away that crystal ball. If anything, 2020 has taught us to embrace a…
Article How to measure customer satisfaction: advice from industry leaders
Measuring customer satisfaction is critical to growing your business, but don’t take our word for it. Here's how industry experts use customer satisfaction metrics.