When developing or optimizing your customer service strategy, it’s crucial to define your key performance indicators (KPIs) and customer service metrics. A metric is the
As a leader, you know rewarding employees for great customer service is important to build a happy, high-performing team. But the truth is that customer service
In order to learn and grow, customer service agents need top-notch feedback. It is an essential part of the quality assurance framework for your call
Customer service goals are targets that can inspire, engage, and motivate your customer service team. Working together to achieve a common goal. It’s a noble
As someone who leads customer support, it’s probably no surprise to you that customer satisfaction can make or break your brand. That’s why quality assurance
Coaching is the new management. It is management, leadership, and training all in one. At the end of the day, being a customer support lead
The importance of customer satisfaction cannot be overstated. There is a direct correlation between how happy customers are and how much money a business makes.
Raise your hand if you like bad customer service reviews? No one? If you asked 10 customer service managers to write down which KPI is
Most customer support Team Leads today use a series of complicated dashboards and spreadsheets to assess and take action on their team’s performance. Whilst these
There’s a great saying that a perfect product or service doesn’t require customer support. Whilst this seems quite idyllic, it holds some truth when we
As an industry, e-commerce is subject to a rollercoaster of high volume peaks and quiet trough periods. Much like any chaotic amusement ride, most of
Whether its a seasonal shift, product announcement, or a global crisis, chaotic peak periods with influxes of ticket volume are a reality that all support
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