The value of exceptional customer service is undeniable. People will stay loyal to companies that provide incredible customer service. If you’re running a growing organization, the first thing that needs to be evaluated is your customer service model. This is where customer service management (CSM) platforms come into play. These helpful solutions allow companies to use workflows to streamline operations, improve customer satisfaction, and boost brand loyalty.

Employee turnover is higher than ever, and hiring costs continue to soar. Making your staff satisfied so they stick around for a while is a strategic decision, with solutions simpler than you think. Here are 5 ways to improve the employee experience fast!

When chatbots were first introduced in customer support, they were only capable of executing rule-based commands that often led to poor customer experiences. Chatbot features back then weren’t developed keeping user experience in mind, and caused frustration instead of offering solutions. Chatbots have evolved over time, but so have customer expectations. Customers today do not accept experiences that are less than ideal.

Ah! The never-ending quest of keeping your staff motivated. We know how difficult it can be to deal with an underperforming employee. They may be dragging down the rest of the team or taking up valuable resources that could be put to better use. In some cases, it may even seem like they are trying to sabotage your company. It can be tricky to know how to handle the situation, but don’t worry – we’re here to help!

In an effort to better understand the impact of the pandemic on workplace productivity, Time Doctor teamed up with one of our major outsourcing clients in the Philippines to examine their data and uncover insights. We compared performance data from the two months prior to the pandemic to the two months following their transition to WFH to discover how remote work impacted agent behavior and affected productivity. Some surprising insights followed.

In the digital era, more and more businesses rely on software development in order to enhance their business processes. Therefore, the need for software development is increasing at a mind-boggling rate. Inhouse software development is the first choice of businesses around the world. However, the shortage of developers or skilled professionals compels the business leaders to go for outsourcing. More businesses are relying on external teams in order to handle their software development projects.

Remote working has been increasingly prevalent in recent years. However, it has further accelerated during this pandemic. The Owl Labs’ State of Remote Work 2021 report states that about 70% of full-time employees in the US have worked remotely. Many employers have begun adopting the hybrid work setup, meaning employees sometimes work from home and go to the office. Most employees find remote work effective for boosting productivity.

The COVID-19 pandemic ushered the world even further into the digital age. Companies in all industries had to adapt to remote working conditions with little time to prepare. This presented many challenges – communicating effectively with employees working from home, monitoring progress on key initiatives, ensuring deadlines are still met, continuing to grow as a company, and many more.

Are you struggling to address poor performance with a direct report? Even if you have a great team with highly skilled employees, as a manager you will eventually be forced to have difficult conversations with underperforming employees about their performance issues. In this article you will be provided with a performance improvement plan template. You will also learn what an employee performance improvement plan is and the best practices for using one to address poor performance issues.