At the start of 2023, Sycous’ Support agents had no access to live Zendesk data. Data Analyst, Michael Brooke would spend an hour each day creating reports for the Support Manager, and the agents would only see what was happening at monthly meetings — well past the point where they could affect what was happening. With a spare TV lying around the office, they decided to try a real-time dashboard. Spoiler alert: it was a huge success!
Optimizing your help desk and processes is key to maximizing the satisfaction of customers. Help desk management should be a complementary process between your help desk software and your team. On one hand, your help desk should provide you with the optimal features to improve your processes. On the other hand, you should define your workflows and ensure best practices are followed. With that said, here are 10 best practices for managing your help desk and improving your support.
Excellent internal communication procedures are frequently associated with increased production, earnings, and employee happiness. Your workers will benefit from your excellent internal communications plan when they entirely comprehend the company's goals, values, and culture. However, internal communication conundrums are commonplace in many businesses. This is a problem as it can disrupt workflows, confound attempts at collaboration and lead to confusion on a company-wide scale.
Budgeting for user experience management solutions has been dynamic recently. When the pandemic hit, corporations freely opened the purse strings to ensure that employees had the tools to work outside the traditional office. The Return on Investment (ROI) for improving the overall Digital Employee Experience (DEX) didn't matter so much. With inflation now the main topic in executive meetings, the strings for DEM/DEX investments have been drawn tighter. Gartner has published a report titled "Market Guide for Digital Experience Monitoring" which states that "enterprises that invest in DEM solutions can expect a 30% reduction in Mean Time to Resolution (MTTR) and a 20% reduction in downtime."
Meetings are an essential part of business communication and collaboration, but they can also be time-consuming and overwhelming. That’s where meeting management apps come in handy. These apps help you organize and streamline your meetings, making them more productive and efficient. With so many meeting management apps available on both Android and iOS platforms, it can be challenging to choose the right one for your needs.
Last week, the open-core team chat platform Mattermost announced that“Mattermost Cloud Free will no longer be offered after July 26, 2023.” This likely came as an unpleasant surprise to users on that plan, as less than a month before, Mattermost’s pricing page featured the promise that the Cloud Free plan would be“free forever”.
Meeting minute software are a must-have for any organization, business, or team that wants to keep track of what was discussed in a meeting. Not only do they keep everyone on the same page, but they also provide an important record of decisions and discussions that can be referenced at a later date. Moreover, meeting minute software can provide structure and guidance for attendees so they know the agenda of the meeting.
