self-service deflection rate
Customer Service

How to calculate self-service deflection rate in Customer Service

The concept of “deflection rate” in the customer service world was first introduced when help centers became a trend. At the time, they were the best way to help customers…

customer service efficiency
Customer Service

Measuring customer service efficiency: an interview with EatTasty’s Carolina Cadório

Growing up, Carolina Cadório thought she’d become a biologist. She has a degree in Biology and a master’s degree in Animal Behavior. However, when she was out of university, she…