‍ Contact centers use omnichannel strategies for managing inbound and outbound communications, including voice, live chat, text, email, video, social media, and virtual agents. ‍

The way employees work and perform their assigned tasks impacts an organization in a very significant way. It directly affects organizational productivity, revenue generation, and performance enhancement. However, multiple factors can affect the workers’ productivity regarding the assigned tasks. Such factors include clear goals and objectives, communication, resource provision, and workplace organization standards.

Ridgeline International and Element have signed an agreement that makes Ridgeline Element’s primary partner in the US National Security market. Ridgeline, a pioneer in data privacy and secure infrastructure solutions, helps organizations operate securely in the era of ubiquitous data collection and technical surveillance. Element specializes in secure, decentralised communication. It is led by the team that created the open standard Matrix protocol.

Timesheets keep track of team member work hours and help companies hit their goals. But did you know that timesheets can also help you manage projects and monitor team performance? In this article, learn how to integrate online time tracking with your daily workflow to align your team and increase flexibility. What if we told you a timesheet was more than a punch clock tool used in movies? In fact, modern timesheets can help you track team workload, reduce burnout, and evaluate overall team progress.

If you’ve ever wondered how happy your customers truly are, you’re in the right place. It turns out there is an easy and approachable way to measure it: the CSAT or Customer Satisfaction Score, which specifically measures customer satisfaction related to a product or service.

While the front office often steals the spotlight with its client-facing roles and revenue-generating activities, the back office is where the magic truly happens. This behind-the-scenes powerhouse is essential for maintaining smooth business operations, supporting customer satisfaction, and ensuring that everything runs like a well-oiled machine. In this article, we’ll dive deep into what the back office is, how it functions, and why it’s crucial for any organization’s success.

Insider threats can devastate businesses unprepared to respond. Explore our comprehensive guide on best practices for swift and effective incident management. Discover how Insightful's monitoring tools can improve your security posture.

Strategic Human Resource Management (HRM) is about aligning the human resource policies and practices with the overall business strategy. This approach ensures that the workforce contributes effectively to the company’s goals. It involves planning, developing, and managing HR initiatives that support long-term business objectives.

Understanding the roles and responsibilities of a job is the first step in recruitment. This involves identifying the skills and qualifications needed for the job. A well-defined job description helps attract the right candidates.