Best-in-class customer service organisations are increasingly using AI as a competitive differentiator, especially as they face economic uncertainty and rising costs. Cost savings are just one benefit of AI in customer service. A recent report from Gartner, 3 Ways AI Benefits Customer Service Organisations,* explains how customer service organisations can use AI to move beyond cutting costs to adding value.

Processes and systems are essential for growing an agency. They’re the scaffolding holding the structure in place. But too many agencies mistake scaffolding for structure, becoming overburdened with procedure at the expense of productivity, creativity and collaboration. Process should help agencies scale, not become a straitjacket that belabours daily tasks and prevents knowledge sharing.

Productivity red flags can be hard to spot. Two forces – the transition to remote work and the rise of quiet quitting – tend to keep the source of productivity problems hidden in outsourcing firms, so only the outcomes are visible. We recently surveyed outsourcing companies of all shapes and sizes from around the world and learned that a staggering 80% of companies are facing these kinds of challenges.

In a world where competition is as fierce as a Monday morning without coffee, it’s no wonder that individuals are on a run to boost their productivity and conquer their professional goals. But don’t worry, we have a secret weapon just for the right purpose: career coaching! Yes, you heard it right. Career coaching is the not-so-secret-anymore sauce that has taken the working world by storm.

Note: If you aren’t seeing Clients in your left-side navigation, not to worry! Click here to learn about how to enable it. When managing multiple clients and their projects, the last thing you need to worry about is manually cobbling together metrics across their projects just to get a sense of how things are going, or realizing you have a client directory with gaps and outdated information. Being the only platform built to run client work, we have just the fix for you!

Turning the corner into the second half of our ten-part series covering The Complete Guide to Customer Service Transformation, the sixth post of this series will dive into the intersection of service and technology. In the digital age, it’s not just about having data; it’s about leveraging that data to improve customer service and satisfaction.

Great service relies on having a complete view of your customers. That means bringing all your support channels, workflows, customer data and apps into a unified workspace so agents have the context they need for every customer interaction. But businesses need to take the idea of a single customer view one step further.

Whether your organization aims to add flexibility to a traditional work model or require in-office time for remote workers, managing a hybrid workforce is a balancing act. If you’ve already started testing a hybrid model, you’ve probably run into issues like these: With careful planning and proactive problem-solving, you can design a hybrid approach that works for everyone. In this guide, discover 8 tips for successful hybrid workforce management.

In the race against time, where every second counts, organizations and individuals are on a relentless quest to unlock the secrets of optimal productivity and efficiency. While familiar accounting practices like Financial Accounting and Cost Accounting offer valuable perspectives, there lies an often overlooked cornerstone: Time Accounting. ‍

Setting SMART goals is essential for HR managers to make a meaningful impact on their organizations. However, 67% of HRs fail to set SMART goals and end up facing a certain set of challenges such as: In this blog post, we will explore the significance of SMART goals in HR management. By understanding the key principles and strategies behind SMART goals, HR managers can effectively align their objectives, track progress, and achieve tangible results. Let’s dive in.