Geckoboard

Not every contact center is able to boast a consistent 95-100% CSAT score. It’s even rarer in retail, where the Zendesk industry benchmark is 88%. So what is the secret to Selective Marketplace Ltd success? Head of Customer Experience, Patricia L. shared how they’ve created an environment where agents feel empowered and customers are given the quality time they need. 🔑 Key takeaway: Prioritize customer effort and create a supportive environment for agents, and the results will speak for themselves. https://lnkd.in/eJSkw2Bf

Don’t miss the chance to join Ben from Geckoboard (VP of Product) and Declan I. from Intercom (VP of Customer Support) in this very topical webinar… This Wednesday, 15th January. 👉 Register Now: https://bit.ly/3Pq2C9E

🏆 Not so humble brag… 🏆 Geckoboard has been awarded Zendesk's Partner of the Year Award 2024 for Customer Adoption! 🎉🦎 With over 3,500 partners in the mix, we’re absolutely thrilled to receive this award. In our opinion, this is the most rewarding on the list because it boils down to Geckoboard helping real Zendesk customers get eyes on their KPIs. A big shout out to the Zendesk Partners team for the recognition ❤️ We owe this award to everyone who gave Geckoboard a try in 2024, thank you. 

As AI becomes the norm in Customer Support, it’s time to rethink how we track performance and make data-driven decisions. 📊 Join Intercom and our very own Ben Newell (VP of Product) in this webinar to discuss how Customer Support metrics fit into the world of AI. They’ll be diving into: 🔹 The evolution of Customer Support metrics in the age of AI 🔹 Guidance on identifying what to measure and how 🔹 Best practices to operationalize your metrics to drive results 👉 Register Now: https://bit.ly/3Pq2C9E

Help your agents keep track of the busiest queues they'll see this year, with a real-time dashboard! We're thrilled to be featured in the Zendesk Marketplace 🎉

Responding to issues in real-time can be a challenge for your Customer Support team when they have to hunt around for their metrics. Get all your data from Aircall, Zendesk, Intercom, and other CS tools in one place with Geckoboard.

𝗗𝗮𝗻𝗴𝗲𝗿 𝗼𝗳 𝗦𝘂𝗺𝗺𝗮𝗿𝘆 𝗠𝗲𝘁𝗿𝗶𝗰𝘀 𝘐𝘵 𝘤𝘢𝘯 𝘣𝘦 𝘮𝘪𝘴𝘭𝘦𝘢𝘥𝘪𝘯𝘨 𝘵𝘰 𝘰𝘯𝘭𝘺 𝘭𝘰𝘰𝘬 𝘢𝘵 𝘵𝘩𝘦 𝘴𝘶𝘮𝘮𝘢𝘳𝘺 𝘮𝘦𝘵𝘳𝘪𝘤𝘴 𝘰𝘧 𝘥𝘢𝘵𝘢 𝘴𝘦𝘵𝘴. To demonstrate the effect, statistician Francis Anscombe put together four example data sets in the 1970s. Known as Anscombe’s Quartet, each data set has the same mean, variance and correlation. However, when graphed, it’s clear that each of the data sets are totally different. The point that Anscombe wanted to make is that the shape of the data is as important as the summary metrics and cannot be ignored in analysis.

𝗣𝘂𝗯𝗹𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗕𝗶𝗮𝘀 𝘏𝘰𝘸 𝘪𝘯𝘵𝘦𝘳𝘦𝘴𝘵𝘪𝘯𝘨 𝘢 𝘳𝘦𝘴𝘦𝘢𝘳𝘤𝘩 𝘧𝘪𝘯𝘥𝘪𝘯𝘨 𝘪𝘴 𝘢𝘧𝘧𝘦𝘤𝘵𝘴 𝘩𝘰𝘸 𝘭𝘪𝘬𝘦𝘭𝘺 𝘪𝘵 𝘪𝘴 𝘵𝘰 𝘣𝘦 𝘱𝘶𝘣𝘭𝘪𝘴𝘩𝘦𝘥, 𝘥𝘪𝘴𝘵𝘰𝘳𝘵𝘪𝘯𝘨 𝘰𝘶𝘳 𝘪𝘮𝘱𝘳𝘦𝘴𝘴𝘪𝘰𝘯 𝘰𝘧 𝘳𝘦𝘢𝘭𝘪𝘵𝘺. For every study that shows statistically significant results, there may have been many similar tests that were inconclusive. However, significant results are more interesting to read about and are therefore more likely to get published. Not knowing how many ‘boring’ studies were filed away impacts our ability to judge the validity of the results we read about. When a company claims a certain activity had a major positive impact on growth, other companies may have tried the same thing without success, so they don’t talk about it.

𝗢𝘃𝗲𝗿𝗳𝗶𝘁𝘁𝗶𝗻𝗴 𝘈 𝘮𝘰𝘳𝘦 𝘤𝘰𝘮𝘱𝘭𝘦𝘹 𝘦𝘹𝘱𝘭𝘢𝘯𝘢𝘵𝘪𝘰𝘯 𝘸𝘪𝘭𝘭 𝘰𝘧𝘵𝘦𝘯 𝘥𝘦𝘴𝘤𝘳𝘪𝘣𝘦 𝘺𝘰𝘶𝘳 𝘥𝘢𝘵𝘢 𝘣𝘦𝘵𝘵𝘦𝘳 𝘵𝘩𝘢𝘯 𝘢 𝘴𝘪𝘮𝘱𝘭𝘦 𝘰𝘯𝘦. 𝘏𝘰𝘸𝘦𝘷𝘦𝘳, 𝘢 𝘴𝘪𝘮𝘱𝘭𝘦𝘳 𝘦𝘹𝘱𝘭𝘢𝘯𝘢𝘵𝘪𝘰𝘯 𝘪𝘴 𝘶𝘴𝘶𝘢𝘭𝘭𝘺 𝘮𝘰𝘳𝘦 𝘳𝘦𝘱𝘳𝘦𝘴𝘦𝘯𝘵𝘢𝘵𝘪𝘷𝘦 𝘰𝘧 𝘵𝘩𝘦 𝘶𝘯𝘥𝘦𝘳𝘭𝘺𝘪𝘯𝘨 𝘳𝘦𝘭𝘢𝘵𝘪𝘰𝘯𝘴𝘩𝘪𝘱. When looking at data, you’ll want to understand what the underlying relationships are. To do this, you create a model that describes them mathematically. The problem is that a more complex model will fit your initial data better than a simple one. However, they tend to be very brittle: They work well for the data you already have, but try too hard to explain random variations. Therefore, as soon as you add more data, they break down. Simpler models are usually more robust and better at predicting future trends.

𝗠𝗰𝗡𝗮𝗺𝗮𝗿𝗮 𝗙𝗮𝗹𝗹𝗮𝗰𝘆 𝘙𝘦𝘭𝘺𝘪𝘯𝘨 𝘴𝘰𝘭𝘦𝘭𝘺 𝘰𝘯 𝘮𝘦𝘵𝘳𝘪𝘤𝘴 𝘪𝘯 𝘤𝘰𝘮𝘱𝘭𝘦𝘹 𝘴𝘪𝘵𝘶𝘢𝘵𝘪𝘰𝘯𝘴 𝘤𝘢𝘯 𝘤𝘢𝘶𝘴𝘦 𝘺𝘰𝘶 𝘵𝘰 𝘭𝘰𝘴𝘦 𝘴𝘪𝘨𝘩𝘵 𝘰𝘧 𝘵𝘩𝘦 𝘣𝘪𝘨𝘨𝘦𝘳 𝘱𝘪𝘤𝘵𝘶𝘳𝘦. Named after Robert McNamara, the U.S. Secretary of Defense (1961-1968), who believed truth could only be found in data and statistical rigor. The fallacy refers to his approach of taking enemy body count as the measure of success in the Vietnam War. Obsessing over it meant that other relevant insights like the shifting mood of the U.S. public and the feelings of the Vietnamese people were largely ignored. When analyzing complex phenomena, we’re often forced to use a metric as proxy for success. However, dogmatically optimizing for this number and ignoring all other information is risky.