First Call Resolution is a vital contact center metric that monitors accurate and prompt support, tracking the number of customer issues resolved within the first support call. Fast-paced consumers want brands to value their time and expect their needs to be met on time—no matter how they get in touch with the brand— which makes FCR a leading indicator of customer happiness and a direct measure of a call center’s operational efficiency.

In the past three years, we’ve seen a major shift in the ways we work. According to a report from IDC, 43% of global businesses are now focusing on increasing productivity and driving team engagement. At Miro, we’re always searching for ways to empower teams communicate and work together better. That’s why we’re excited to release some amazing integrations with leading Business Intelligence tools such as Looker, Tableau, Grafana, and Amplitude.

Congratulations! You have chosen a tool that helps your team to plan time and projects most profitably! Or maybe you have yet to make your final decision because you still have questions. One way or another, it’s good to know what happens after new work management software enters the building. At first, it might feel a bit overwhelming – where to begin, how to get the team on board? How long does it take for this change to happen? All these questions are valid.

As 2023 commences, we’re incredibly proud to announce that Scoro has landed a whole host of awards across eight different categories, including significant momentum in the Professional Services Automation (PSA) market. G2’s Winter 2023 Awards list also shows how versatile Scoro’s work management software is across several sectors, from SMEs to the Mid-Market and beyond.

Don’t let your workforce’s productivity suffer in times of disruption; use these tips and tools to overcome adversity!

2023 is already shaping up to be a big year for business managers. With new technologies and shifting customer trends constantly making waves, it’s important for managers to have a strong foundation in communication skills. As the future of work becomes increasingly uncertain and the lines between professional and personal life continue to blur, it’s important that all managers are up to date on the latest communication strategies.

If you’re looking to manage projects and teams more effectively, you’ll need a project and team management platform. But which one is the right fit for your business? This article provides a comprehensive overview of the different types of platforms and discusses the key features to look for. We also provide a buyer’s guide, so you can make an informed decision about which platform is right for you. So what are you waiting for?

The tier 2 help desk is a key player in the IT support operating model. It’s the third layer in the five levels of IT support, and done well it can resolve more complex incidents, share knowledge with other support teams, and act as an escalation point to other IT support options. But what does it actually cover? That’s what we’re about to find out! Keep reading to discover its benefits, typical activities and examples, and more.

As a business owner, you understand the value of project management. You need to be able to organize your team, assign tasks to people with the right skill sets, and prioritize your projects and clients. However, knowing how to meet demand and increase the profitability of your business can seem overwhelming. In order to maximize the available capacity of your organization, you need capacity planning.