In this section, learn how to make data-driven decisions, save hours every week and empower your entire team thanks to CS Analytics

Quality Assurance

Customer Retention: How to Measure It and Improve It

Finding customers is already hard as it is. But keeping them? Now there’s a Herculean challenge! Discover how to measure your customer retention rate and boost it.

September 14, 2022 by Hannah Steiman


3 Mistakes to Avoid When Tracking Your Customer Service Team Performance

Team performance metrics and individual agent performance metrics are two very different things, yet it can be easy to conflate the two and arrive at incorrect conclusions and interpretations. Learn more.

May 16, 2022 by Jean Sébastien Broux

Quality Assurance

How to Get at the Heart of Your CX Issues with Root Cause Analysis

Find out four things you can do to get closer to the root cause of customer experience problems.

April 28, 2022 by Jean Sébastien Broux

Quality Assurance

3 Customer Service Strategies to Increase and Measure Customer Loyalty

If you want loyal, repeat customers, then stellar customer service is simply a must-have. Here are three ways businesses can improve loyalty and retention through customer service.

February 22, 2022 by Jean Sébastien Broux


What is Customer Service Analytics?

Your data is a real goldmine! Learn which ones are the most valuable and how to track them. Discover how you can boost your customer satisfaction.

July 30, 2021 by Amélie Louvet


Why you need Zendesk Explore + Miuros

Improve customer experience thanks to enhanced analytics capabilities. Discover how Zendesk Explore and Miuros Insights complement each other.

June 02, 2021 by Benoit Gagnon

Quality Assurance

Be fair to your agents, change the way you assess their performance

The current way of tracking performance when it comes to agent performance reviews is not fair to agents. This article explains why, and how you can revolutionise your process to lower agent turnover and increase employee satisfaction.

November 19, 2020 by Benoit Gagnon


How does personalization affect my CSAT, Handling Times and FCR?

How important is personalization in customer support? How much can it improve your key metrics? But, at what point does it start costing you without adding value? Here's what we found!

October 13, 2020 by Harry Maxwell


Sentiment Analysis: When CSAT Surveys Let You Down

How do you know what your customers are feeling if they don't return your CSAT survey? Customer sentiment analysis can bring you closer to your customers and gauge their happiness a lot better! Here's how it works & some practical applications.

September 10, 2020 by Harry Maxwell


New & Improved Chat Metrics

We’re artificially reconstructing all your chat conversations to accurately calculate the true metrics... making your reporting easier, more accurate and centralized!

July 29, 2020 by Harry Maxwell


Customer Retention in a Recession - Iterate Quickly with Data Analytics

A recession is coming, and customers want you to make connections with them. Read how you can manipulate your data and give yourself the best chance of standing out to your customers.

July 02, 2020 by Charlotte Ward


Ecommerce: 3 Ways to Boost Retention

The number one business priority as we head into a recession is customer retention. Read how e-commerce companies are staying close to their customers despite social distancing.

June 25, 2020 by Harry Maxwell

Turn your customer service data into better customer experiences

Book a Demo