Contact center optimization is the process of improving a contact center’s operational performance and efficiency. Several strategies are used to comprehend user behavior, including workforce optimization, agent performance monitoring, and analytics. The ultimate objectives are to raise contact center agent productivity, lower operating costs, and enhance customer happiness.

In this episode of Ticket Volume, we dive into the world of Service Management Maturity and Service Desk Certifications and levels with three experienced guests: Joshua Nelson, Head of IT Services at Runshaw College; Alex Harding, Director of Technology Experience at Power Design Inc.; and Sarah Jayne Bulley, a dedicated Service Delivery Manager at Euromonitor International.

For software companies, providing exceptional support isn’t just a value-add—it’s a critical component of maintaining customer loyalty and ensuring the long-term success of their products. Customer support bridges the gap between technology and user satisfaction. TeamSupport’s platform is designed to meet the unique challenges that the software industry faces, and bridge the gap to elevate customer satisfaction.

Returning to today's job market, remote work is gaining ground. Remote employees can be super productive for several advantages. Such as they don’t need to commute regularly, flexibility to work, and more chance to balance work-life. At a time, employers face a real challenge to get consistent output from their remote workers. They can lose interest in work. This can result in low dedication, poor time management, etc.

With the freedom to play, ideate and create, Miro empowers Agile teams to go from idea to structured work more efficiently than ever before. Whether you want a way to connect your distributed team, a faster, more efficient way to brainstorm or need an innovative space to collaborate with stakeholders, Miro is there for you and your team to experiment and get work done, together.

Disruptions in an IT landscape are inevitable. Whether it’s a system crash, a cybersecurity breach, or a service outage, the ability to respond swiftly and effectively is critical. This is where incident management comes into play—a structured approach to restoring normal service operations as quickly as possible while minimizing the impact on business operations.

Meetings inspire strong opinions — and they remain divisive even as information workers navigate new ways of working, from the shift to hybrid models to embracing AI. Despite the rise in asynchronous work and new stats indicating that time in meetings is declining, organizations continue to struggle with burnout, disengagement, and feeling spread too thin. Are meetings to blame?

Reclaim up to 62 wasted hours each month by cutting through workplace distractions. Use Insightful's employee productivity monitoring tools to silence collaborative noise and improve workplace productivity, whether in-office, remote, or hybrid.

Having employees who are inspired is essential to every company’s ability to expand and generate revenue. It communicates the level of commitment and affinity an employee has for the company and their position. Motivated, devoted, and productive employees are more likely to be engaged, which benefits the business in many ways.

Misunderstandings are common even in face-to-face conversations, but what about online chats? How do people understand each other without helpful social cues like tone of voice or facial expressions? For many teams, miscommunication is common, especially with people with different communication styles. After all, remote teams heavily rely on written communication. Conveying meaning clearly, leaving little room for misunderstandings, requires special skills.