First Call Resolution is a vital contact center metric that monitors accurate and prompt support, tracking the number of customer issues resolved within the first support call. Fast-paced consumers want brands to value their time and expect their needs to be met on time—no matter how they get in touch with the brand— which makes FCR a leading indicator of customer happiness and a direct measure of a call center’s operational efficiency.

Communication plays a crucial role in building long-term relations with clients. Businesses have multiple ways of communicating with their clients, including voice calls, messages, and emails. Among all channels, messaging is becoming increasingly popular due to its directness, ease, and comfort. However, when discussing about their communication channels, many businesses have a dilemma regarding chat vs. SMS.

As 2023 commences, we’re incredibly proud to announce that Scoro has landed a whole host of awards across eight different categories, including significant momentum in the Professional Services Automation (PSA) market. G2’s Winter 2023 Awards list also shows how versatile Scoro’s work management software is across several sectors, from SMEs to the Mid-Market and beyond.

Managing a team in person and managing a team remotely are two very different challenges. Here’s how to handle the differences.

An exploration of the features of workforce analytics tools and how they can boost productivity and efficiency in the electrical industry.

Digital technologies have emerged as the most fundamental tools for the survival of businesses in the fiercely-competitive modern marketplace. Implementation of modern technologies helps achieve the most desirable business objectives. However, the adoption of innovations to facilitate digital transformation also brings cybersecurity challenges too.

These days, communication with peers and coworkers is a top need, and many software companies are available to help businesses interact efficiently. Although there are various options available, if you know which tools are the best fit for your business, you can ensure that you are getting the most out of your money and time. Let’s dig deep into how employees in 2023 will communicate with each other online and what tools they may need for synchronous communication.

With so many people working remotely these days, the remote manager has become a critical role in companies of all sizes. Remote managers are responsible for ensuring that their team members have the resources and support they need to be productive, while also maintaining communication and collaboration. Sounds exhausting, eh? Yet, not impossible! If you are responsible for overseeing a remote team, it is important to create and implement an effective remote management plan.

If having a help desk in your organization is a game-changer in terms of user experience and efficiency, combining IT help desk software with Asset Management is unlocking a whole new proficiency level for IT support. The reason behind this is that you’ll not only be tracking incoming incidents, using workflows to automate repetitive tasks, complying with SLAs, and improving your reporting capabilities – which already makes you a pro.

Airtable alternatives are undoubtedly just as good as Airtable, but if you're having trouble deciding, this blog can help.