As an agency, profitability depends greatly on accurately tracking and understanding your company’s key metrics and data. This includes not just financial metrics, but also operational, sales, and project management data. In this guide, we’ll walk you through 16 key agency metrics and data to know and track to improve your agency’s profitability.

In today's fast-paced world, every second counts. Enhancing the efficiency of support teams is not just a necessity but a mandatory strategy for businesses aiming to thrive. It's all about optimizing the customer experience and ensuring that interactions are as seamless as possible. This is where a stellar support ticket system becomes indispensable.

What’s your gut reaction when you find out about a significant new technology that is likely coming to your business? For some, this news generates excitement as they see the boundless possibilities. Others might feel frustration as they remember the difficulties of the last major upgrade or fear the business disruption that could be headed their way. Both of these responses (and anything in between) are legit.

In fast-paced workplaces, it’s easy to assume that the loudest, most outgoing voices always have the best ideas. This assumption, however, overlooks the dangers of extrovert bias — the subtle (and often unintentional) tendency to favor the contributions of more vocal team members over those with quieter personalities. Extrovert bias imperils innovation by creating missed opportunities for breakthroughs. This leads to homogeneous solutions and can drive away valuable talent.

Call centers seem like something out of the 1980s. Giant rooms filled with headset-wearing workers answering calls from current and potential customers or making telemarketing pitches feel like an old-fashioned idea in our AI-affected world. However, although chatbots have taken some of the load off of customer support teams in recent years, the number of call centers in the US has increased by 6.8% per year since 2018.

Explore the various methods companies use to monitor remote employees. This article covers everything from tracking software that analyzes productivity to GPS tools that pinpoint employees’ locations. It also delves into common practices like web usage and screenshot capturing while emphasizing the importance of transparency to build trust.

The nature of work has been transformed significantly, moving away from the traditional Monday-through-Friday, 9-to-5 office routine. Recent research, including a comprehensive meta-analysis by esteemed institutions like Stanford University, the University of Chicago, and the Instituto Tecnológico Autónomo de México, provides robust evidence supporting this shift.

Multiple Voice Detection (MVD) provides an effective security solution to the concerned organizations for their remote teams working in home offices and data-sensitive roles by identifying suspicious activities through multiple voices around them while keeping employee privacy intact by avoiding screenshots.

In addition to the benefits listed above, CMDBs also enable MSPs to: Overall, a CMDB is a powerful tool that can transform the way MSPs deliver IT services to their clients. It empowers them to be more efficient, proactive, and ultimately, more successful.

Slack has enabled small businesses around the world to do more with less. From delivering world-class customer experiences to centralising communication with internal teams and external partners, Slack has helped teams everywhere to make the most of every resource. The bottom line? Small businesses rely on Slack to power their operations and grow their business at scale.