Analytics

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

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

Analytics

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

Analytics

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

Analytics

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

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

Quality Assurance

Analytics

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

Analytics

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

Analytics

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

Analytics

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

Analytics

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