40% of service desk professionals fail to measure key business value metrics. Doing so is detrimental to the health of your customer support. Remember whether you are a startup or have newly formed your customer support department, you should have a strong set of help desk metrics. Only then can your business operations run smoothly....

How many times have you lost your temper when contacting a customer support agent? Lost count, haven’t you? Well, according to recent studies, 75% of customers agree that it takes ages to connect with a live agent. The study also reported that a majority of Americans didn’t go through with an online purchase due to...

What is Customer Analytics? Simply put, customer analytics is the process and technology that organizes and interprets gathered data to reflect the demographics, actions, and habits of your customers. This data can provide unique, actionable insights that can transform the way you run your sales, marketing, and customer service departments. It can impact your entire...