When Dymatec began expansion into the US, Vaughn Newton wanted to share sales targets in a way that would make new team members across the pond feel included. What he hadn’t banked on was the profound culture change that would happen as a result of making sales figures visible to everyone.

Optimizing your help desk and processes is key to maximizing the satisfaction of customers. Help desk management should be a complementary process between your help desk software and your team. On one hand, your help desk should provide you with the optimal features to improve your processes. On the other hand, you should define your workflows and ensure best practices are followed. With that said, here are 10 best practices for managing your help desk and improving your support.

As businesses navigate the evolving work landscape, reintegrating remote employees back into the office presents a unique set of challenges. In this blog post, we'll discuss these challenges and how Insightful's software can provide the necessary support for a smooth transition.

Discover the positive and negative impacts of hybrid work on company culture, and learn how Insightful's software can help businesses navigate this new landscape while maintaining a strong company culture.

At the start of 2023, Sycous’ Support agents had no access to live Zendesk data. Data Analyst, Michael Brooke would spend an hour each day creating reports for the Support Manager, and the agents would only see what was happening at monthly meetings — well past the point where they could affect what was happening. With a spare TV lying around the office, they decided to try a real-time dashboard. Spoiler alert: it was a huge success!

Online coaching has emerged as a sought-after way for coaches to offer their services to clients worldwide, irrespective of geographical barriers. With the help of various online platforms, coaches can now create and deliver customized coaching experiences that cater to individual client needs. These platforms and tools allow coaches to interact with clients in real-time, provide on-demand support, and offer a seamless coaching experience that is both convenient and effective.

Instant Messaging vs. Email has been at war for many years as communication tools. Since you utilize instant messaging (IM) over emails more often, later is no longer relevant. However, a specific subset of users sees instant messaging as a very bothersome tool. Kindly refer to the below explicit definitions to understand the difference between Email and IM.

There are a lot of talks these days about impact measurement and how to go about it effectively. Many organizations are looking to measure the impact of their projects to assess whether they are achieving their desired outcomes. But what does it mean to measure project impact, and how do you do it? In this blog post, we will explore some tips on how to run effective impact measurement projects.

In a recent Teamwork webinar, we had the pleasure of hosting Megan Bowen, Chief Customer Officer at Refine Labs, for an insightful and engaging discussion on how agencies can boost profitability by establishing stronger teams, processes, and pricing strategies.

Once again we see bureaucrats with a poor understanding of how modern technology works deny ordinary people their right to privacy, as enshrined in the Universal Declaration of Human Rights (Article 12). This time it’s India, where Element is one of 14 messaging apps blocked by the Central Indian Government which - we believe from media reports - relates to Section 69A of the Information Technology Act, 2000.