Practical advice on goals, metrics, and data

The Customer Support Experience Report 2021

Take a look at data and insights from 50 Support leaders. The report also shares key takeaways including; how to improve staff retention, boost team efficiency, and increase visibility of the Support team’s work within the wider organization....

by Sam Gane

Data

How to Analyze Data: A Basic Guide

You don’t need to be a “numbers person” or have an advanced degree in statistics to understand how to analyze data. We’ve put together this guide to help you master some basic data analysis skills, from cleaning data to analyzing patterns and trends....

by Team Geckoboard

Customer Support

How to track the right SLA metrics for customer support

For some core support metrics, customer service teams are better off tracking SLA metrics rather than averages because they better reflect what you really care about. But which metrics should you choose, and how do you track them?...

by Team Geckoboard

Customer Support

Building a customer service framework: top tips from Tortuga, Lob and more

We asked customer service leaders from Lob, Tortuga Backpacks, CoScreen, and CashAnalytics to share their top tips for building their strategy. These expert insights will help you create a framework that guides support team members and demonstrates the strategic value of customer service....