Unless you’ve been “living under a rock” for the last few years, you should have seen the increased focus of IT service management (ITSM) and particularly the IT service desk on employee experience. At the start of 2022, Axelos research data found that “Two-thirds of survey respondents (67%) stated that their organisations understand the need to deliver a better employee experience, with another 18% expecting them to during 2022.

Time and materials. Abstract time and materials. Flat fees. Value-based pricing. With such a dizzying array of pricing models available today, it can be tricky to know which one is right for your agency. If you’re feeling confused by it all, then read on. We recently brought together the brains of three pricing experts for our monthly webinar series – and we think you’ll be surprised (and even inspired) by what they had to say.

Effective time management is a crucial aspect of project management success. It enables teams to keep track of development and guarantee on-time project completion. A popular project management application called Basecamp has functionalities for tracking time. We’ll go into recommended practices in this article and give you a walkthrough for Basecamp’s time tracking system.

I absolutely ADORE a good todo app. Todo apps can be invaluable for improving productivity by helping you stay organized and manage tasks effectively. They are the ultimate solution for decluttering the mind and ensuring nothing slips through the cracks.

How do you create long-term relationships with clients? You want to provide enough value to keep clients coming back for more, but this is tough when you don't know if the client will stick around. That’s why many agencies use retainer agreements: to ensure reliable relationships and revenue. But (like everything else in the business world), retainer agreements come with both benefits and drawbacks.

Great service relies on having a complete view of your customers. That means bringing all your support channels, workflows, customer data and apps into a unified workspace so agents have the context they need for every customer interaction. But businesses need to take the idea of a single customer view one step further.

Best-in-class customer service organisations are increasingly using AI as a competitive differentiator, especially as they face economic uncertainty and rising costs. Cost savings are just one benefit of AI in customer service. A recent report from Gartner, 3 Ways AI Benefits Customer Service Organisations,* explains how customer service organisations can use AI to move beyond cutting costs to adding value.

Processes and systems are essential for growing an agency. They’re the scaffolding holding the structure in place. But too many agencies mistake scaffolding for structure, becoming overburdened with procedure at the expense of productivity, creativity and collaboration. Process should help agencies scale, not become a straitjacket that belabours daily tasks and prevents knowledge sharing.

In a world where competition is as fierce as a Monday morning without coffee, it’s no wonder that individuals are on a run to boost their productivity and conquer their professional goals. But don’t worry, we have a secret weapon just for the right purpose: career coaching! Yes, you heard it right. Career coaching is the not-so-secret-anymore sauce that has taken the working world by storm.

We’re busting myths about the brain and sharing ways you can use yours to blow minds at work.