A call center phone policy is a document that aims to regulate a call center employee’s cell phone usage during work hours. An effective employee cell phone policy not only boosts agent productivity but also helps protect sensitive call center data. Here’s a call center phone policy that you can customize for your needs and include in your employee handbook: (Note: A downloadable version of this work policy is available at the bottom of the template.)

Outsourcing certain aspects of a project is a suitable option for companies looking to save money or scale up quickly. But you might be wondering, do I always need to outsource to a country located on the other side of the world? Can it be done closer to home? If you have similar questions, you’re in the right place. Yes, you can outsource your software development and other tasks to your neighboring country.

In 2020, Customer Support teams worked harder than ever before. Not only did most have to adapt to new ways of working but for many the pandemic lead to an increase in support requests. Geckoboard customer Ember described a situation where people were more readily available to contact Support but also expected agents to respond faster than usual. So how is the industry faring in 2021?

Businesses work hard to attract customers, and keeping them around takes just as much effort. According to the Zendesk Customer Experience Trends Report, half of customers say they would switch to a competitor after just one negative experience—that number grows to more than 80 percent after multiple bad experiences. A “bad experience” can happen at any touchpoint in the customer’s journey, from their first interaction all the way to final sale and beyond.

Looking to add some pizzazz to those oh-so dull meetings? As a workshop designer with over 20 years of experience working in Silicon Valley, I’ve made it my business to lead engaging meetings – whether they be remote, in-person, or a hybrid of the two. What have I learned about adding fun to functional meetings? Tune in to the 30-minute LinkedIn Live conversation I had with Miro Customer Education Manager Jen Clark for my top tips – or just keep reading this article!

In the first article in this series, you learned how to set up your developer environment, the first step toward creating your very own Mattermost plugins. Take my word for it: Your first attempts at writing Mattermost plugins can be quite confusing. Where do you start? What do you have to do to get your first plugin up and running? At the end of this series, you’ll be well on your way to writing your own plugin.