Nowadays customer service softwares, like Zendesk, collect more and more data on customers and also customer service agents. But what you should do all of this data? You can’t just to quantify and measure your efforts – you must do something worthwhile with the data and always be thinking about how to make the most out of your data. Zendesk recently organized “Raising the Bar” webinar where Cyrus Dorosti, Support Director at Optimizely, had a great quote: “It’s not about which metric you use, but how you use it.” This is especially true in customer service. There are lots...