Product roadmapping is awesome. That’s a fact, and it’s not up for debate. Also, saying that is a super sophisticated way to start a blog post. Roadmapping gives you a chance to visualize your product strategy, see how all the important pieces fit together, and tap into the knowledge of the stakeholders you share it with — who might spot a strategic oversight or timeline conflict that you missed.

Ticket escalation is essential to ticket management and the ticket process flow. In a nutshell, it's a way to provide quick responses to tickets and keep up with your SLAs – which is crucial if we consider that speed is the number one factor that impacts end-user happiness with IT incident resolutions. Therefore, escalation is a way to provide the best possible service for users and customers when requests are reassigned to specialized help desk agents.

Learn more about your employees by asking the right questions with this guide (and free survey templates!).

If you’re in the market for a powerful note-taking and task-management application, you’re in for a treat. Evernote, Notion, and nTask are all top-of-the-line applications that can help streamline your workflows and make your life a lot easier. In this article, we’ll go over the key features of each application and what makes them so special as well as the comparison between notion vs Evernote vs nTask. Ready to get started? Let’s get started!

In the ever-changing economy of today, there’s one certain thing, and that’s working smarter than harder has become normal. New cultures, such as working in an open space office, working from home, or building a digital nomad company, all contribute to this new normality. With technology providing more efficient ways to work, there’s no end to opportunities for people to find out what works best for them.

Since the beginning of the pandemic, the world has seen paradigm shifts in consumer behavior and customer expectations. As social distancing prompted virtual connectivity, call centers worldwide have utilized new technologies to their advantage to stay ahead of their competitors. In order to continue delivering seamless customer experiences and generating higher revenue, you’ll need to keep a close eye on the trends leading the call center industry.

Preview in new tab In today’s digital-first world, and an era of remote and hybrid workplaces, the number of SaaS solutions used by companies on a daily basis is overwhelming – in 2021, organizations worldwide were using an average of 110 SaaS apps! The “SaaS sprawl” created by the widespread adoption of SaaS solutions – from personal productivity tools to business applications – is real.

SoW is the abbreviation for scope of work, but it can also signify statement of work. But are these two ways to state and define the same thing? No, the scope of work vs statement of work is two different things. Both are valuable management tools that ensure your next work project is organized efficiently. So, what’s the difference between the scope of work vs. statement of work, and how can these two documents contribute to achieving project goals? Read along to find out!

As a remote business owner, it’s important to know how to effectively track time and pay your remote employees. If you’re not careful, you could end up paying your remote team members for hours they never worked or underpaying them for the work they did do. This can become a big problem over time as it can even lead you to bankruptcy. There are a few different ways to track remote employee time, and the method you choose will depend on your business needs.

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business.