Teams | Collaboration | Customer Service | Project Management

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Shaping the future of intelligent CX with Zendesk AI

The world is changing and customer experience is shifting alongside. Advances in technology, combined with new and ongoing business challenges, put us all under pressure to continue to evolve, improve and do more for our customers. Many businesses have managed through supply chain disruptions, rising costs and the ongoing shift into the digital landscape – all while under a cloud layer of ongoing economic uncertainty. Companies are faced with tightening margins and cutting costs.

Deep learning vs. machine learning: what's the difference?

Understanding the latest advancements in artificial intelligence (AI) can seem overwhelming, but if it’s learning the basics that you’re interested in, you can boil many AI innovations down to two concepts: machine learning and deep learning. Examples of machine learning and deep learning are everywhere. It’s what makes self-driving cars a reality, how Netflix knows which show you’ll want to watch next and how Facebook recognises whose face is in a photo.

How to Balance Flexibility and Efficiency in the Workplace?

The workplace environment has undergone a radical transformation in recent years. Most employees desire flexibility in their workplaces. At the same time, employers try to provide flexibility to increase employee satisfaction rates. But, the importance of maintaining efficiency and productivity is undeniable. Too much flexibility in the workplace can make the employees less efficient. There should be a balanced approach to creating a perfect work environment.

7 Jira alternatives for streamlining project management

Are you looking beyond Jira for your agency’s project management software? Sure, Jira offers some distinct advantages. It’s an agile project management tool that gives users a way to communicate and customize workflows and complete scrum projects. It also offers several helpful integrations. But (you knew there was going to be a “but,” right?), it’s hard to learn how to use it and the interface seems outdated and confusing.

14 project management KPIs your agency should track

To succeed as an agency — or a business of any kind — you need a clear vision of what success looks like. Is success more revenue? More clients? Higher customer satisfaction? A Super Bowl ad? All of the above? Key performance indicators (KPIs) are a time-tested way to measure performance and the success that strong performance generates. Tracking KPIs is also a part of project management best practices.

How Can Examine Productivity in Remote Vs In-Office Work?

As more employees accept remote work arrangements, there is interest in comparing the productivity of Remote vs. In-Office Work. While working from home allows for flexibility and a healthy work-life balance, working in an office setting gives a more controlled environment and face-to-face interactions. When evaluating productivity in these circumstances, organizations consider aspects including worker performance, communication, task management, engagement at work, and job satisfaction.

How AI is boosting agent intelligence - and evolving the CX team

Despite the hype, AI isn’t here to replace your human agents. On the contrary, when human agents and AI join forces, they form a powerful CX team – one that builds on their strengths, while minimising their weaknesses. Your agents shouldn’t be bogged down by busy work. With AI in their corner, they can instead focus on the tasks that make a difference. Which results in a better experience for all involved.

Unlocking the Power of 'Service Optimization' in B2B Enterprises

Welcome back to our ten-part blog series on Customer Service Transformation. In our previous blog post, we examined the evolving topic of B2B service trends. Today, we continue to draw further insights from chapter two of the Vivantio eBook, The Complete Guide to Customer Service Transformation – where we explore the cornerstone of this transformation – Service Optimization.

10 best overtime tracking software & tools of 2023

When you’re working on a major project or toward a critical deadline, overtime hours are often inevitable. So how can you keep projects on budget? If you’ve tried tracking overtime with manual time sheets, you’ve probably found this process isn’t as reliable or inexpensive as you’d thought. For accurate overtime tracking, dedicated software is essential.