Ralph van den Borst has been with 3D printing filament company ColorFabb for four years. When he joined, the team were using Outlook to manage their incoming tickets – they had about 240 sub-folders. He’d often hear the team say things like “we’re really busy today” or “today was a bad day” but as a data oriented person, he couldn’t grasp how they were making such statements.

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service. However the current economic climate is forcing more companies to make tough decisions regarding where to focus their resources.

Suppose your company still uses an outdated landline communication system. In that case, you can get irritated by its limitations because these networks are costly to operate, difficult to expand, and do not offer an affordable choice in a world where mobility is rising. These are merely a few factors that show the increase in SMBs' decisions to remove their landlines and migrate to VoIP phone systems.

When it comes to Service Management, ticket routing is a key step to ensure the request falls into the hands of the appropriate team to assess, prioritize, and solve it efficiently. It is common to have difficulties to quickly and correctly route tickets, especially when you have to do it manually. But, as with many ITSM processes, the right software and automation are your best allies to avoid bottlenecks and get the process running smoothly.

Our handpicked list will inspire you to create a strong and durable culture at your own place of work.

When it comes to spotting a great employee, many business owners feel like they are looking for a needle in the haystack. It can be difficult to identify someone truly exceptional, especially if you don’t have a lot of experience hiring employees. However, there are certain key and sometimes, very subtle qualities that all good employees should have. In this blog post, we will discuss some of those qualities and give you tips on how to find…. and retain them. Keep on reading!

Despite the accelerating pace of Generative and Conversational AI innovation disrupting contact centers, today’s customer experience (CX) agents are under the same pressure points as always – business performance pressures from one side and demanding customer expectations from the other.

In our most recent cohesion podcast, we share the inspiring career journey of Barbara Massa, Executive VP of Chief of Business Operations for Mandiant. With over 20 years of experience, she has played a significant role in taking a company public, and successfully executing several acquisitions—and she had great insight to share!

Welcome to Part 3 of our Teamwork + HubSpot No-Code Automations series! In this installment, we'll be diving into how to automatically generate tickets and log engagements in HubSpot when messages are posted in Teamwork. How are we making these two powerhouse tools talk? Shocker - it’s Zapier to the rescue!

Customer loyalty comes by respecting and continuously exceeding customer expectations. According to a study published by Rare Consulting, 83% of customers say that their loyalty to a brand is mainly down to the fact that they trust them. The same study also reveals that while price (81%), quality (80%) and convenience (55%) are the key factors in making a purchase, companies and brands that are liked (86%) and trusted (83%) benefit from more loyal customers.