Escalation metrics have a big impact on CSAT and the overall customer experience with a company. So, what is escalation? And why is it important to track ticket escalation metrics?

Topics: Customer Service, Customer Service Metrics, Ticket Escalation Metrics

How many of your help desk tickets are actually complete? How do you define ticket completeness? And how can tracking ticket metrics help?

Topics: Customer Service, Ticket Completeness, Service Tickets

Are you tracking the right metrics for a higher customer satisfaction score (CSAT)?

Topics: Customer Service, NPS, CSAT

When a customer has a bad experience, you have to act fast

Topics: Customer Service, handling customer service, active listening

Topics: employee engagement, Customer Service, Customer Care, trends

Reviews aren’t always glowing, and that’s OK

Topics: Customer Service, customer feedback, customer retention, customer satisfaction, Customer Care, Customer experience, customer focus, testimonials, customer testimonials

Testimonials aren’t reviews

Topics: Customer Service, customer feedback, surveys, customer retention, customer satisfaction, convey value to a customer, Customer Care, Customer experience, customer focus, testimonials, customer testimonials

It’s not always as simple as asking for feedback

Topics: Customer Service, customer feedback, surveys, customer retention, customer satisfaction, measurement, Customer Care, Customer experience, customer focus

By now you should have thousands of reviews, right?

Topics: Customer Service, customer feedback, customer satisfaction, measurement, Establishing value, Customer experience, customer focus, Net Promoter Score

Topics: Customer Service, customer feedback, surveys, customer satisfaction, measurement, Customer Care, Customer experience, customer focus