In this section, learn how to make data-driven decisions, save hours every week and empower your entire team thanks to CS Analytics
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.
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.
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.
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.
Why you need Zendesk Explore + Miuros
Improve customer experience thanks to enhanced analytics capabilities. Discover how Zendesk Explore and Miuros Insights complement each other.
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.
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!
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.
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!
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.