Zendesk: The Only Metric That Actually Matters in Customer Service
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Zendesk: The Only Metric That Actually Matters in Customer Service
Deflection rates, handle times, ticket volumes. Customer service has spent years optimizing metrics that have nothing to do with whether a customer's problem actually got solved. At Zendesk Relate 2026 in Denver, analysts Melody Brue and Keith Kirkpatrick sat down with Shashi Upadhyay, President of Product, Engineering, and AI at @zendesk ...
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