Wrangling a team of software developers is a lot like herding cats — only worse, because in this case the cats all speak a mixture of different (programming) languages. For most agencies, managing a software development team can be even more perplexing because you don’t speak any of those languages. Thankfully, with the right processes in place, anyone can build the skills they need to successfully manage a software development team. Here are nine tips to get you started.

We are excited to introduce Guard Rails, now in open beta for Courier, a feature that allows you to set upper limits on the number of messages sent per time period. Courier business plan customers can configure these limits globally, or per user, or per user per subscription topic. Exclusions for certain subscription topics can also be set up, ensuring essential messages are always delivered.

Did you know that 57% of customer success organizations have taken the time to create a journey map? Process mapping is a critical business tool that helps organizations to visually depict their business processes, identify inefficiencies, and optimize their workflows. In this blog, we will learn what process mapping is, explore the different types of process mapping tools available, and discuss their features and benefits. Let’s dive in.

Even a fantastic customer service team can be plagued by poor ticket deflection and routing. Your stellar agents may be equipped to answer many customer questions, but if they need to sift through dozens of issues that range from simple inquiries to complex matters, then they aren’t maximizing the ways in which they can help customers. This is where ticket deflection and routing comes in: to maximize the time and effort of your customer service agents.

HR is the glue that holds companies together. It’s the driving force behind recruiting, onboarding, managing the people side of a business, and ensuring employees are familiar with policies and procedures that apply to themselves and overall operations. But if the role of HR professionals is still a bit vague, you may need further insight into their key responsibilities. That’s exactly what this article will unpack.

The retail industry is under enormous pressure to change. Over the past few years, shoppers have moved from in-store to online and are now somewhere in between. And they expect the same level of excellent service on every shopping channel (even emerging ones like livestream commerce). What does this mean for retailers? It’s no longer enough to offer great products. Brands are now competing on the quality of customer experiences.