Simple Customer Service Support Metrics You Need to Observe

Today, customer service actively impacts every aspect of a business, and it’s what sets towing service businesses way ahead of the competition. Customer service and support touch almost every aspect of a company, be it products, services, marketing, sales, and customers. It is important you have in place metrics to measure your customer service performance and support efforts.

Here are some important metrics you need to have in place to measure the level of customer service you deliver to your customers and prospects.

Average Ticket Count

Your average ticket count measures the average number of customer service or support tickets your team receives. You can measure these metrics daily, weekly or within a span you set. While most tickets can be a confirmation that your customer service system is accessible and working, it is actually an indication that customers are having frequent issues, and that your product or service may be falling short. To improve on your average ticket count, ensure you communicate your customer feedback to your product and marketing teams so that they can have an understanding of what they are dealing with.

Ticket Backlog

Your ticket backlog is a measure of how many unresolved tickets are waiting to be handled by your customer service team. This metric can be measured on a daily or weekly basis. Whatever constitutes the backlog is subjective. However, once you make a decision on your response time as well as resolution time goals, any unresolved tickets that last beyond your benchmarks will be considered backlogged. Speed is one of the most important metrics in customer service and will be critical if you need to provide a positive customer experience.

First Response Time

Your first response time is a measure of how long a member of your customer service team makes a response to a new ticket or inquiry. Essentially, it’s how long a customer has to wait before they are helped. In customer service, speed is not everything, but it will surely provide a positive and enjoyable customer experience. Today, customers expect speedy and effective replies within the shortest time possible. To improve on your first response time, ensure there is nothing holding your team back from opening new tickets and sending initial responses.

First contact resolution rate

The first contact resolution rate is a measure of the rate of tickets that are resolved by your team’s first response to a customer inquiry. This is a very important metric as it’s an indication of how clearly and efficiently your team communicates and how much information you ask your customers to share when they first reach out. Not every business will be eligible for first contact resolution, doesn’t have to apply to every business. This is so especially if a customer makes a mistake and your team has to consult with the product or other teams.

Another important metric you can keep track of is average response time. This metric tracks how long it takes for your customer service team to respond to a conversation after opening a ticket. It measures how quickly your customers are being helped and how quickly each ticket can be resolved.

Talent Acquisition Strategies to Find the Best Employees

Sometimes, it can be quite challenging to find the ideal candidate to fit a simple position such as commercial cleaning services or complex ones such as a full stack developer. For a business to succeed long term, it must be able to hire and retain the best talent. However, it can be a daunting task to fill such positions, and this is the reason businesses should have a talent acquisition strategy in place.

Recruitment is used for the purpose of filling a specific role with qualified candidates and makes it a short term strategy. On the other hand, talent acquisition disregards role vacancies and makes it a long-term human resource strategy, and it’s what is used for attracting highly-qualified candidates. Your pursuit for top talent should not purposely rely on short-term recruitment strategies such as sending linked in messages or attending job fairs. To ensure there are top talent acquisition and retention, you will need to devise a strategic long term talent acquisition plan.

If you want to formulate a working talent acquisition plan, here are a few strategies you can put in place.

Align with your business goals

You need to consider your business goals for the next five years and use those objectives to align your acquisition strategy to meet your needs. While recruitment will tend to place focus on filling vacancies within departments, talent acquisition is more focused on considering how your company is going to expand long-term and finding employees who can help take you there.

Use data and marketing to create acquisition material

You will not create a marketing campaign without data, so why should you go with recruitment without one. Talent acquisition should be treated with as much importance as your marketing campaigns. Convincing people to join your company is not one of the easiest things you will be faced with. There are plenty of different opportunities to use data to strengthen your talent acquisition strategy. You might use data to figure out where your top talent came from and use that vital information to focus on talent acquisition efforts from the places that give you the best results.

Expand outreach strategies

To find better talent, you will need to expand your sourcing strategies. Different skill sets will need different methods of outreach. This means you can find the best marketers at a different place as compared to where you would find the best programmers. Rather than spending all your time on LinkedIn, you need to consider other specialized job boards, networking events, academic programs among other places, where you may find a specific group of talented professionals.

Focus on employer branding

You need to pay focus on employer branding. Employer branding is very important in creating a successful talent acquisition strategy. Talent acquisition managers believe employer branding has a big impact on the ability of businesses to hire remarkable talent. When talented candidates are doing a comparison for companies, they make choice on one with the best value in terms of culture and work-life balance. If you have an impressive employer brand, you will attract better talent and find more long-term success.

How to Achieve your Goals

We all have goals in our life. Everyone aspires to achieve something. You may have a goal to lose weight, start reading a book each week, eat healthy meals, start a relationship with someone, open a deck builders company, start a savings plan, among others. Having ambitions and setting goals should be a part of who you are and should not be taken lightly.

You may set goals but unless you have a plan, your goals will be useless. Goals can only be achieved through a vehicle of a plan, which we must truly believe in and work vigorously towards protecting and achieving. Goal setting is a powerful motivator that helps us to achieve something noble with our lives.

There are a couple of principles to successful goal setting. These principles include the following.


Commitment defines the extent to which an individual is attached to a goal and their determination to reach it, despite the obstacles they face.  Goal performance will be strongest when people are committed. When someone is committed to a goal, and they discover their performance below the required levels, they are more likely to increase their effort or change strategy to ensure their goals are met. If we become less committed to goals, particularly the most challenging ones, we increase our likelihood to give up.


Specific goals will put us on a direct course. When the goal is vague, it becomes limiting and loses its motivational value. You need to set clear and precise goals that are unambiguous. When you set clear goals, you develop an improved understanding of the task beforehand. You know exactly what you are required to do and can gauge where you are doing right or wrong.


Goals set must be challenging yet attainable. Challenging goals will improve your performance through increased self-satisfaction and gratification that comes from achieving such goals. When you set goals that are outside your ability, they will not be achieved and will lead to a feeling of dissatisfaction and frustration. When you know the goal you have set is challenging yet achievable, you will be more motivated to work hard to achieve it.

Task Complexity

When you set overly complex goals that lie outside your skill levels, they become overwhelming and will result in a negative impact on your morale, motivation, and productivity. The timescale of the goals you set must be realistic. You need to allow for sufficient time to work towards your goals and create opportunities that reassess the complexity of the goals you set. Frequently review your performance and make necessary adjustments.


Goal setting will be more effective if it is surrounded by immediate feedback. Feedback should be both internal and external. Internal feedback helps in determining the degree to which a goal is being met and gauges your progress. You may include external feedback from people you trust, as they will let you know when you are getting off the course. If your performance falls below the required standard, feedback will allow you to reflect on your abilities and set new standards that are more attainable.




How to Make Money through Online Writing

Being able to write and earn money can be very rewarding. The Internet is a marketplace where great writers meet great brands and clients. If you are creative, have a good command of languages, and you count yourself a researcher, then you might be sitting on your talent. Are you looking for content writing websites so that you can start earning money online? There are many freelance writing jobs that give you the opportunity to work from home. Before venturing into tow truck services, I make my first income through writing.

You can make money working as a freelance writer. Every day, companies are looking for a good writer to write for them. With writing, you can a decent amount of income within few weeks after starting as long as you know what you are doing. Regardless of if you are a new or already established writer, the writing market is always in need of new skills and approach to those who are ready to learn and implement.

Resources you Need to Start Online Writing.

Writing is an investment and just like any other business, you need to have the tools necessary for this business. Here are the primary resources you need to get started.

  • Laptop, Mac book or a full computing system.
  • Online Money Wallet Account. These can be PayPal, Money Brokers among others.
  • Working email address to communicate to clients via mailing system
  • Relevant Writing Software such as Microsoft Word, Grammarly, Turnitin among others.
  • Skype address to contact clients in real time
  • Internet connection and Working Space.

How to Become a Successful Content Writer

Writing is a dream job, but it’s not for everyone. To become a successful content writer, you must master different writing styles. Understand how news copies are written, how blogging is done, how ads and sales copies are written and how product descriptions are presented. Successful content writers don’t pick random subjects.

As a writer, you need to understand your audience, perform keyword research, craft snappy titles and write compelling content. Always be original and back facts with sources. You need to understand the needs of your clients. Communication must be kept formal and within the guidelines of work. Lateness is never an option, as you need to work tooth and nail to beat deadlines.

There are several good places to kick off your writing task. If you love writing but also like the administrative part of publishing, you can become an editorial assistant. Some of the best paying and reputable sites to start of your writing career include;

  • Fiver
  • UpWork
  • iWriter
  • TextBroker

If you want to work from the comfort of your home, online writing is still one of the best ways. As a freelance writer, you should be able to make money writing online because there is an immense demand for excellent content. However, you need to have patience and do a better research as you grow your experience. If you grow your writing experience and client base, you can become a full-time blogger or start your writing website. With a website, you can attend to customers more efficiently. Finding high-paying freelance writing jobs may take time and effort especially if you are a newbie to the industry.

Best Affiliate Programs in 2018

incomeIf you have a website up and running, the next step you should consider is to monetize it. We all want to earn without working, and the best way to go about it is through passive income. Are you considering expanding the potential of your site’s profit by diversifying your affiliate networks? There are different affiliate commissions each of them having different attractive features that cater to your needs as an affiliate marketer. When choosing a program, you should consider what matters most for your business. If you have a website such as a, you should look to reward charter services.

Here we have picked some of the best performing affiliate networks that you should consider for your business.


ShareASale is a major affiliate network that has been around for more than 18 years. It has more than 3900 merchants spread across various product categories. These categories give affiliates a broad range of depth when it comes to what they should include in their websites. ShareASale is well known for its honesty, quality customer service as well as transparency. It is a trusted name in the world of affiliate marketing, and an excellent option for those looking forward to earning passively from affiliate marketing.


Clickbank is one of the leading affiliate networks with a customer base of more than 200 million customers. Its affiliate network features a variety of products across different categories. It is simple for anyone to get started as anyone can create an account with them. There are no signup fees, and this is what makes it great for starters. The pros of Clickbank is that it attracts free registration and a high commission rate. The cons about the program are that it draws low-quality ebooks and allows only digital products.

CJ Affiliate

The CJ Affiliate is a popular affiliate marketing program that has a global reach. It was formerly known as commission junction before changing its name to CJ Affiliate.  The affiliate features a widget on products that gets embedded on your site and can also include multiple products that appear via a slideshow, a grid or a collage, all aimed at increasing sales. There is additional functionality which included deep link automation and also automatically monetizing links all leading to the CJ advertiser domain. The stumbling block when it comes to CJ Affiliate is the application process. First, the company must investigate your site thoroughly to see if it is fit for them or not.

Amazon Associates

Just about everyone using affiliate marketing knows what Amazon Associates is. As an affiliate marketer, it makes much sense to stick to Amazon Associates because of the leading nature of Amazon an eCommerce platform. Amazon sells just about anything, and you can become an affiliate of almost any product. You get an opportunity to get commissions on specific products you decide to market. These days, making huge sales on Amazon Associates is a bit hard, because of the reduced commissions on many affiliate products. Pros of Amazon Associates include an easy application process and acceptance, as well as an extensive catalog of products. The main con is low commissions on most categories.

Best Ways to Monetize Your Website

google adsenseThe growth of the internet and technology has enabled the development of many user-friendly platforms that help users to create websites and blogs in the shortest time possible. Building a site such as takes only a few hours, due to the advances we have seen in content management systems. When making these websites, people have different goals in mind. Most of the people who start a website do so for two primary purposes; either out of fun, or they are looking for new ways generate some income from these sites.

Depending on your website niche, traffic volume, target audience and visitor behavior, there are a couple of advertising and monetization options you can use. To start generating revenue from your blog, here are some of the best ways you can employ;

Google AdSense

AdSense is Google’s advertising platform set for publishers. This program shows ads that are very effective and relevant to your website’s content and pays you a certain percentage of revenue each time a click occurs. An example is; if your site is about travel, you can show ads about travel agents, airlines among others. Placing an ad is done by putting your HTML code on your website where you want the ads to be displayed. Ads that are related to your content are presented, and google uses a real-time algorithm to ensure that highest paying ads are shown. Because of the simplicity of this program, it is among the most popular for website owners.


Infolink is an advertising program that places in-text ads within the content of your website and pays you each time these links get clicked. The software uses your most relevant keywords within the content of your site and double underlines these keywords. When a visitor hovers their mouse over them, an advertisement related to the keyword pops up, they may decide to click to learn more, and if they do so, you get compensated.  With infolinks, you can customize the look and frequency of the text ads.

Affiliate Marketing

affiliate marketingAffiliate marketing presents a handy way to monetize your website. With affiliate marketing, you give your visitors with offers that they are highly likely interested in. An example is if you have a blog about personal finance. You would look for affiliate programs associated with finance such as credit card offers. You then place banners or text ads on your website with affiliate links directing the visitors to these offers. You get compensated for any affiliate referrals you make. When going for affiliate marketing, you can opt for cost per action or cost per sale.

Sell your Digital Products.

You can create and sell your digital products if you have a website. Selling digital products can be a excellent monetization program for those who have a niche specific site that attracts a large volume of traffic. With digital products, you sell something concrete to your visitors and retain a hundred percent of revenue. A key thing to note though, when you sell your digital products, you have to take care of customer satisfaction. This is as compared to affiliate offers where you don’t have to worry about customer service and other issues that may arise after a sale.










Top Reasons to Develop Your Site with WordPress

wordpressBuilding a professional website is, by definition, an enormous task. The last thing you would want to get is a non-pleasant result. For the non-tech buddies, words such as WordPress, Shopify, Joomla, Wix and the rest are Greek to them. If you are wondering which is the best platform out there to develop your website, then you have come to the right place, and the answer is straight away; WordPress

WordPress is a highly favored blogging platform whose capabilities are far-fetched. Content creators, writers and bloggers alike have tremendous admiration for WordPress, for obvious reasons we are going to explore in this article. WordPress contains excellent backend qualities and fully functional content management features that make the platform stand out from the rest. Here are exciting reasons you should be developing your sites with WordPress today;

Free and Open Source

As any developer out there; they all love open source software. Both and are free to use for anyone. Though there is a difference between the two regarding hosting and the kind of control you have on the site, they are all completely free. When we say it is open source, it means that it has been constituted out of the collective development of various contributors.  Open source systems are free and characterized by large communities. Although WordPress is free, you will spend some money on hosting and other related enhancements.

Easy Installation

wordpress devToday’s hosts have included WordPress to enable a one-click installation button that automatically runs WordPress. When you want to install WordPress, you don’t have to manage files or upload them through an FTP connection. After you have installed WordPress and in case you need to carry some updates, you don’t have to go back to the installation page to carry out the same. WordPress lets you carry out automatic updates via the dashboard.

Adaptation and Flexibility

One of the most common misconceptions out there is that WordPress is a blogging platform. That is a huge lie. WordPress was initially developed as a blogging platform, but with time, a lot of enhancements and modifications have occurred. Though WordPress provides one of the cleanest and fastest ways to write and publish blogs, you can also do much more. Functionalities that you can achieve with WordPress include creating blogs, business websites, forums, portfolio, forums, chatroom, galleries, job boards, and business directories, rating websites, e-commerce sites, membership sites and much more.

Support and Community

It is easy to learn WordPress thanks to its large community. As an open source software, WordPress is free for use by everyone. The user base is not limited to anything be it subscription or skill level. There are many things you can learn about WordPress, and in case you get stuck, there is a willing community to help you out. Besides the community, there is official support from WordPress. You can pay some extra money if you need dedicated support to help you with any problem. WordPress also has some quick development questions already answered. To enhance the functionality of your WordPress site, you can install plugins which are all readily available for free.





How to Improve Your Website Loading Speed

HTTPS and padlock in website address barThe speed with which your website loads is essential. As technology improves, people tend to become less patient. Today, we expect to find information as quick as possible. We need to access sites that are loading quickly irrespective of the devices we are using to access these sites.

Your website speed has a direct impact on the bounce rates and SEO rankings it gets. 40 percent of those who access your site will leave it if it takes more than 3 seconds to load.

With these issues in mind, there are various ways you can use to optimize your website to achieve the best possible performance. Let’s look at these ways;

Decrease HTTP Requests

HTTP stands for Hypertext Transfer Protocol. These HTTP requests are counted every time a browser fetches a page, file or a picture from a web browser. The more HTTP requests your site needs to load, the longer that particular page will take to load. You can decrease HTTP requests through a couple of ways. First, combining CSS and JavaScript files. Secondly, you can use queries to load only what is needed. A third way would be to reduce the number of images your site uses.

Optimize Video and Images

Some of the most significant issues affecting your site’s load speed is the type of images and videos it uses. These multimedia elements take a substantial portion of the overall size of a page. To have that specific page load faster, you have to reduce the file size of these media assets. Size your images appropriately according to the page size. When possible, always stick to compressed JPG images.  Lastly, compress all photos and videos.


Enable Browser Caching

websiteCatching refers to the process where a website stores a static file such as a document, image, media file or JavaScript and CSS files for more comfortable and faster access.  This is done so that the database will not have to retrieve every file whenever there is a new request. If you enable caching, your website can drastically improve in speed to give your visitors a better experience. If someone accesses your site, the elements of the page he or she are trying to access are automatically downloaded and stored in his or her hard drive, so that next time they visit the site, the browser will load the stored requests.

Enable Gzip Compression

Gzip compression works by reducing the size of files in a website. It is one of the most effective methods that helps in minimizing HTTP requests and reduce the required response time by a significant percentage. If you have enabled Gzip compression, your website files get compressed on a Zip file. This compression helps in reducing their size hence boosting the speed of your website. With the use of plugins, you can now easily install Gzip compression in your site.

Towards improving your sites speed, you also need to remove unnecessary plugins. Every plugin you install on your website requires additional resources to run. If these resources increase, then your site’s speed is lowered.



How to Choose Fonts for Your Website

Google fontsWhen it comes to designing a stunning website, there are a lot of things to put into focus. You have to balance between the content you write, the background images among other aspects. Besides these aspects, there is something that is mostly overlooked, and that is the fonts.

The typography of a website has a lot of information to communicate. It evokes more than just words. The biggest problem most people face is a failure to understand the best typefaces that fit their brand. As far as typography is concerned, here are the most important details you need to look at.

Start with the Fundamentals

Working with web fonts relates to just like any other typography project. When choosing fonts, start with the fundamentals. Observe aspects such as kerning, tracking and leading. These are aspects that relate to the amount of text surrounding fonts.  Kerning refers to the space between pairs of letters. When we talk about tracking, it is compared to the space in between group dos characters. As far as leading is concerned, it refers to the amount of space between lines of text.


website designWhen choosing fonts, readability is an important issue to consider. The number of characters per line determines readability. Consider the size of the screen where the text will appear and choose a font that is easy to read. Observe aspects such as alignment and justification.



As a general rule, designers set their body at the very least to be 12px. However, that is not always what should be the case. You can choose a larger size such as 14px, which is even better for readability. The size you want will also determine how big your titles will be. A title should be as big as it needs to, meaning that you should try different sizes until you settle down on one.


Think about load time

If your font doesn’t load quickly, you are going to fall into problems. Users have zero patience for slow websites so seek an alternative font that makes your site load quicker. When selecting a typeface, consider testing its speed. Majority of typefaces will help you with this service including Google.


Consider Compatibility

One of the things that make web typography to be confusing is that web browsers are in constant change due to upgrades. You will always want to choose a font that complements with the modern web interface on both desktop and mobile devices. When you select a typeface, you might want to test it across multiple devices to find one that works seamlessly.