Your virtual headquarters for a digital-first way of working – now with reimagined voice and video capabilities

The Mattermost team is actively working on our next major product release: Mattermost v6.0 is shipping this fall. That’s right around the corner! In advance of the release, we’d like to communicate some specifics on select features being promoted from beta to generally available and upcoming deprecations. We would also like to share a glimpse of what’s coming.

Outbound call center managers must ensure that all operations are constantly optimized to run at maximum efficiency. However, to improve something, you need to measure it first. And you can do this by tracking outbound call center metrics and KPIs (Key Performance Indicators). But with hundreds of metrics out there, which ones should you track? In this article, we’ll cover 15 essential metrics that you can track to improve agent efficiency and call center profitability.

The call center industry is highly competitive, with each company striving to keep customers satisfied. To stay ahead of the competition, you need to implement call centers best practices. These practices help you streamline your operations, increase productivity, deliver the best service and customer experience. In this article, we will cover eleven best practices you should implement in your call center today.

All call centers strive to keep their customers happy and operations profitable. And they do this by tracking relevant call center data like metrics and KPIs (key performance indicator). Call center dashboards are visual reporting tools that use powerful analytics features to help you monitor these key metrics. They help you gain actionable insights to make the right decisions.

In comparing different helpdesk tools and software, there are a number of similarities that start to surface. For one, the concept of a ticketing system overwhelmingly serves as the backbone for such tools. Oftentimes, companies that provide this service focus on building out their helpdesk tool to follow the standard flow of work: a request comes in as a ticket, work begins, and then the work is completed.

When you think of employee monitoring, your brain may initially jump to large, controlling corporations patrolling their thousands of workers. In reality, this idea is simply a myth, as small businesses can use employee monitoring to build trust amongst their remote teams, boost productivity, increase operational efficiency and benefit employees in multiple ways.

Be it convenience or the pandemic; remote working has become a prevalent part of technology companies. Most organizations consider remote working to be new, practical, and budget-friendly. However, companies often wonder if it’s sophisticated to monitor their employees for work efficiency. If yes, then how? Today, we will cover the same topic through our article.

The upheaval of this past year has revealed how vulnerable global systems are to cybercriminals and bad actors. Cyberattacks have surged, with a reported 400% increase in attacks since the pandemic, and a 278% increase in leaked U.S. government records. However, cyberattacks didn’t just increase in terms of volume, they also grew in scale, potency and wide impact, particularly in the public sector.

Is your workflow actually working for you and your coworkers? Finding the answer doesn’t have to mean missed deadlines or overblown projects. Instead, you need to be proactive by putting your processes under a microscope. Enter workflow optimization. Listen: just because you have workflows in place doesn’t mean they’re efficient. Chances are there are plenty of bottlenecks, disruptions, and opportunities to streamline your processes you’re not 100% aware of.