Ask any executive if they know what’s going on in their call center, and they’ll assure you they are in control and they know what’s going on. (Executives are always in control and always know what is going on, or so they say.) Then ask the executive what’s actually taking place in the call center, and the executive will say, "We get 10,000 calls each day, and the calls last for 4 ½ minutes." Press the executive a little more: "What are your customers actually saying?

Not sure which call center metrics to track for measuring support agents’ productivity? Dive into this list of best call center metrics.

By connecting Freshdesk in Databox, you get access to 85 basic metrics, the ability to create custom ones in the Freshdesk Query Builder, and more.

For decades, ETL (extract, transform, load) has been a mainstay of organizations’ data integration workflows, moving information from various sources to a centralized data warehouse. More recently, however, businesses have been shaking things up with reverse ETL, which flips the sources and targets by sending data from your warehouse to third-party systems like Zendesk.

Data warehouses have made it easier for customers to store massive amounts of data. That information is useless, however, unless it is actionable. Making data actionable means employees can use the data for decision-making and improving the user experience. In this article, we’ll discuss reverse ETL, pushing data to Zendesk from your warehouse, and the value of this process.

Intercom bills itself as a “conversational relationship platform,” helping businesses connect with their audiences primarily through live chat, as well as email and chatbots. The Intercom platform offers functionality including engagement and onboarding for new customers, support for existing customers, and marketing for potential customers on the fence.

Not sure what is the best way to track inbound calls? 30+ experts share how they approach call tracking and the metrics they care most about.

Equip your support desk with the best tools for live chats, service management, and customer communication, as recommended by 10+ experts.

E-commerce is on a steep rise with 95% of purchases expected to be made online by 2040, and mobile shopping responsible for a 500bn average year-on-year growth since 2017. AI-enabled agents can differentiate your mobile strategy while elevating your conversion rates and the customer journey.

What’s the best way to measure help desk performance? Nearly 25 IT and Support professionals weigh in with their preferred metrics.