Average First Response Time and Average Response Time are important customer service metrics. We'll show you how to calculate both and discuss 3 tips to improve response times.
Slack is great for improving collaboration and communication. It can also be an incredible platform for improving customer support. Here are 10 tips to improve customer support through Slack.
Deflection rate is the percentage of support tickets resolved by self-service without a human agent. Good: 40%+. Great: 80%+. Get the formula, industry benchmarks, and 5 proven ways to improve your deflection rate fast.
Measuring and improving CSAT is important for any call center. This article reviews 4 sound strategies for improving your CSAT score.
Measuring Net Promoter Score (NPS) is relatively easy. Improving your NPS, however, is more difficult. Here are 7 practical tips to improve your NPS.
If you’re looking to improve your customer service, improving your call abandonment rate is a great place to start.