Call avoidance in call centers involves not attending customers’ phone calls intentionally. This can increase the average waiting time or number of calls your support team doesn’t attend and decrease customer satisfaction. Typical examples of call avoidance by agents include logging into voicemail to avoid a call, intentionally taking too long to record post-interaction work, taking excessive breaks, etc.
We don’t think it’s an overstatement to say that an effective dashboard can genuinely change how a business operates. We live in an age where even small companies can be sitting on millions of data points. Yet too often, valuable information goes unseen (or at least – unseen by the right people at the right time). Dashboards make sure your most important data – the data that can shape decisions and drive action – remain in sight and front of mind.
Over the past few months, thousands of people have been using the Spaces beta to better organise conversations. To recap, Spaces rethink grouping rooms and people, fundamentally improving Element & Matrix to better group conversations instead of viewing all rooms all of the time. They come in three main flavours: Today, we’re incredibly excited to announce that Spaces are officially out of beta!
Discover how hybrid work is helping organizations streamline operational efficiency as they move into a post-pandemic work environment. Find out how tech-oriented leaders are using software to track employee productivity and boost office productivity.
Customer satisfaction is the lifeline of any business. Improving customer service leads to more loyal customers, reduces churn, and increases sales. If you care about your customers (and your business!), you need to be making sure they’re satisfied with your offerings. Customer satisfaction is defined as how well your business meets, falls short of, or exceeds the expectations of your customers.
This article originally appeared on Inc. The evidence is clear—the future of work is hybrid. According to research by Gartner, 82% of company leaders plan to allow their employees to work remotely after the pandemic at least some of the time. Yet implementing a hybrid work policy is far from straightforward. Perhaps most concerning is the potential for hybrid workplaces to breed two tiers of workers, with those who come into the office less frequently relegated to lower status.
In many ways, the pandemic has forced sales teams to become more efficient. Many teams have switched to a digital-first approach, which allows for more interactions on a daily basis. It also means spending less time and money on commuting and traveling. However, remote sales teams have a bigger hurdle when it comes to forging genuine human connections—and not just between sales representatives and customers, but also between one another.
The pandemic has overwhelmed us with changes, including the changes in workplace setup. Insurance companies have started adopting various types of hybrid workplace setups to accommodate the needs of both customers and employees. However, it has been challenging for such companies to find the perfect solution that provides efficiency, security, and governance all in one platform. This article outlines the internal needs of the insurance companies and how one digital solution can address it all.
We are familiar with technological evolution — the advancement in technology, the lightning-fast information exchange, and the subsequent changes in the way we live, and work today. It takes time to catch up with the changes, but eventually, it works well for most of us.
Anyone who has ever worked in an office can tell you that filing cabinets are incredibly common. Some have them placed strategically throughout the office, others have them in entire rooms dedicated to records management. But regardless, they're a necessary part of doing business that leaders in nearly every industry can attest to. ... or are they?
