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By Sam Gane
As the end of another year approaches, you may be counting down to the start of the festive period (or maybe even dreading it). This time of year can go one of two ways, either you’re very busy finishing up before January, or your team begins to wind down and get into the holiday spirit. Either way, this can cause a shift in the way your team is working. In this case, we’re specifically referring to the engagement with key metrics.
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By Sam Gane
If you manage a Contact Center and work fully remote or hybrid, then you will have already learned that the typical setup of an in-person Contact Center just won’t cut it anymore. The biggest challenge facing most remote teams is communication, you don’t have everyone in the same room or even on the same time zone. When it comes to managing, motivating and monitoring a distributed Customer Support team, adopting a remote-first approach to communication is crucial.
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By Nick Smith
For customer support teams, real time data can be a total game changer, as our recent post outlined. Unlike periodic reports Zendesk Explore, or business intelligence tools, real time dashboards have the power to let your team take meaningful, timely action on data that’s seconds or minutes old, rather than days or even weeks old. This can be transformative, speeding up response times, motivating your agents, improving service levels, and reducing day-to-day workload for managers.
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By Sam Gane
Are there times when you feel like your Customer Service team is under appreciated for the work you do? Perhaps your team members have spoken openly about not getting the credit they deserve. Sadly, it’s not uncommon for Customer Service teams to feel like they’re working extremely hard without getting the same recognition that others parts of the business do. *Cough cough* Sales. *Cough cough* Marketing. *Cough*. On one level, you could write it off as paranoia.
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By Sam Gane
As a Customer Support leader you know that reporting on your team's KPIs is a crucial part of maintaining excellent standards in customer service. For many Support teams, reporting usually takes the form of a weekly or monthly update, which helps you reflect on what is and isn't working, so you can focus your efforts in the future. But should your reporting go one step further? Should you also be utilizing the power of real-time data?
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By Nick Smith
Having spoken one-to-one with what must be hundreds of Geckoboard customers over the years, it's safe to say; when it comes to aligning a team around KPIs - especially when it’s their first time doing this - building dashboards is often the easy part. How you and your team use them day-to-day; that’s often where things can become unstuck.
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By Nick Smith
Jump to... What are performance snapshots? Four performance snapshot examples How to automate performance snapshots with Geckoboard It’s often challenging to keep agents and stakeholders in the loop with what’s happening in your Zendesk account.
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By Dale Pearson
For most Customer Support teams, keeping tabs on your Service Level Agreements (SLAs) is a huge priority. However, if you're using Zendesk, you might find that their standard reporting tools like Zendesk Explore don't always make it easy to see which tickets are about to breach their SLA, or how you are performing against your SLA targets in general.
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By Team Geckoboard
Zendesk captures a ton of data about your customers and the support experience you provide. However, since Zendesk’s reporting tool (Zendesk Explore) is its own ecosystem, some organizations like to connect Zendesk to Power BI so they can combine Zendesk data with data from across their organization. If you use both tools, integrating Zendesk and Power BI is a solid plan for turning raw customer support data into actionable insights.
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By Team Geckoboard
Do any of us ever truly master a tool? We may try, but with how quickly tech companies push out changes, it’s difficult to fully master a piece of software. Zendesk is a good example of this. Zendesk releases new features and content regularly, so if you want your support team to get the highest possible return on your Zendesk investment, it’s critical to stay up to date on Zendesk’s feature releases.
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By Geckoboard
Real-time data = faster reaction times in Customer Service. Customer Support leaders, Tina Baljian, Anish Sam & Oliver Jackson tell us why they use Geckoboard to monitor Customer Support KPIs in real-time.
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By Geckoboard
What's the best way to motivate your Customer Service team? Support leaders, Sally Jackson, Oliver Jackson and Anish Sam discuss how visualizing KPIs can create more ownership, keep work fun, and introduce a healthy sense of competition.
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By Geckoboard
Can a performance dashboard raise the profile of your Support team? Customer Service leaders, Sally Jackson, Oliver Jackson and Anish Sam tell us how Geckoboard helps colleagues better understand (and appreciate) the work Customer Service teams do.
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By Geckoboard
What's the best way to manage a remote Customer Service team? Support leaders, Oliver Jackson and Tina Baljian discuss how Geckoboard has helped them manage distibuted teams, and keep everyone align around the metrics that matter – no matter where they are in the world.
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By Geckoboard
Geckoboard makes hitting SLA (Service Level Agreement) targets much easier. With Geckoboard, you can monitor Zendesk tickets, including any SLA policies in real-time. That means you can monitor SLA performance and stay on top of tickets which are about to breach their SLA. Geckoboard is a must for anyone working in Customer Support who uses Zendesk.
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By Geckoboard
Geckoboard gives you real-time Zendesk metrics, at your fingertips. That means even when it’s busy, you can respond to changes quickly and deliver the very highest standards of Customer Support.
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By Geckoboard
Geckoboard gives you real-time Zendesk metrics, at your fingertips. By being aware of how you are performing in the moment, your team can respond to changes quickly and deliver the very highest standard of Customer Support.
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By Geckoboard
Dashboard Design Tip #2 – include only the most important content. The less content you include, the easier your dashboard will be to check 'at-a-glance'. This means your dashboard will be more useful to more people.
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By Geckoboard
Looking for a custom KPI dashboard or wallboard for your business? Join Sam, Geckoboard's Customer Success Manager, for a quick run through of how Geckoboard can help you streamline KPIs and other useful real-time data, and easily share it with your team.
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Achieve more together, whatever your business. A TV dashboard ensures your metrics are front of mind for everyone, focusing teams on what matters now to move the company in the right direction.
No distractions. No unnecessary complexity. No room for misinterpretation. Our visualizations are designed with one thing in mind: to make your most important metrics clear and easy-to-understand. Build a TV dashboard in minutes using a drag-and-drop interface that makes setup and visualization changes so simple anyone can do it.
Bring Any Metric Into Geckoboard:
- 60+ pre-built integrations: Pull live metrics from popular business tools into Geckoboard without any technical know-how.
- Powerful Spreadsheet Integration: Effortlessly turn data tracked in a Google Sheet or Excel file into live visualizations.
- Flexible Datasets API: Visualize metrics from databases, in-house systems and third-party software.
A different KPI dashboard, for whatever you do. There’s no ‘one dashboard fits all’ with Geckoboard. Our software makes it really easy for you to tailor TV dashboards for your team.