Metrics and data
Customer conversations are a gold mine for key insights, but how do you know what to look for? Find out how to capture, process, and iterate on customer data, so you can build the modern experiences your customers have come to expect.
12 call centre metrics to track (and how to improve them)
Call centers play a key role in creating great customer experiences. Track these key call center metrics to measure performance and achieve customer service success.
Latest stories
How CX leaders across industries can flex their agility
Agility was a buzzword even before 2020, particularly in fast-moving industries where changing trends and emerging technologies meant businesses had to constantly stay on their toes
Cohort analysis: What is it and how can it help you understand your customers?
Cohort analysis: Learn how to carry out a cohort analysis to understand your customers' behaviour, improve their experience and your company's competitiveness.
Gartner Magic Quadrant for the CRM Customer Engagement Centre
Zendesk is named a Leader in the Gartner Magic Quadrant for the CRM Customer Engagement Centre.
4 customer engagement metrics you should be tracking
By monitoring customer engagement metrics, you can understand how your audience is responding to your marketing content—and what could be improved to encourage more engagement
3 smart solutions to common customer service challenges
While every business is unique, growing businesses which prioritise customer experience often have a few customer service challenges in common.
Use customer surveys to innovate your customer experience
Imagine that you’ve just dropped a glass of water in a customer’s lap. Chances are that the look on their face will tell you how they feel!
The how-to guide to omnichannel support
An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations.
The 3 types of customer service metrics that matter
What's the best way to track how well we perform in customer service?