Suddenly you have a spike in Ticket Volume, but you didn’t see it coming? Don't panic! The first step to effectively manage any help desk is to measure this service desk metric. Organizations want to provide the best possible support to their customers. Several metrics can help them analyze trends, forecast future demand, and optimize support team resources to provide better service. Understanding metrics leads to data-driven decisions.

The consultancy industry has been going through significant changes over the past few years, and these changes are expected to continue into 2023. In this blog, we will explore the key consultancy trends shaping the industry in 2023 and how Scoro can help consulting firms stay ahead of the game.

Is managing the workforce a daunting task for you? With the right workforce management software, you can become a master of it. We know several workforce management tools are available in the market, each offering unique features and benefits. However, choosing the right one that suits your business needs is not a simple task. Let us help you with the process of choosing workforce management software that suits your needs.

Ticket triage is a central process of all service desks: when something goes wrong, it must be solved. It is at the heart of every support team's work and is related to what ITIL describes as Incident Management. Well implemented, triage can save time and help deliver consistent IT services, which is a main goal of all high-performing organizations. Complete service desk solutions include different features, such as automation, to triage support tickets simply and quickly.

Do you flounder to stay productive and manage your time effectively? With different tasks and uncontrollable distractions vying for our attention, staying focused and getting the job done is hard. But fret not because there is a solution to help you optimize your time and increase your productivity: task batching.

Any customer support team receives a range of customer requests throughout the day. These can include requests for adding new users, “how-to” questions, password retrieval, and more. The requests are often recurring, and a technology-based customer support tool is needed to implement an agent workflow that allows easy and efficient management of each customer request.

Looking for the best enterprise resource management software? We’ve got you covered. With more and more teams working remotely, ensuring that the available resources are being used optimally can be an uphill task. Fortunately, with the right tool at hand, you can streamline resource management and get the most out of your team. According to estimates, enterprise resource planning software is growing at a rate of 4.78% and is expected to reach a market volume of US$62.36bn by 2028.

As small agencies, consultancies and other professional service organizations grow, accounting software is often one of the first bits of technology that they implement, and Xero is by far one of the most popular solutions. Having a reliable and automated way to manage your finances is a vital step on the road to success, but what about all the other parts of your business?

Are you one of the many people wondering how to use Zoom? Well, you’re not alone! In fact, according to Zoom’s Q4 2021 report, their platform had over 467,100 customers with more than 10 employees. So, chances are, you’ll be using Zoom at some point too! But, before you dive into the world of virtual meetings, let’s answer some basic questions. What is Zoom? Who created it? And, when was it first used?

As the April 15 tax deadline is fast approaching, what better time to help companies identify a quick and easy route to auditing their internal communications? Here’s how and why to do this without delay—and repeat regularly.