We checked in with Twilio CEO Jeff Lawson about building a culture of empowerment and accountability.

The Software Report is pleased to announce The Top 25 Software Product Executives of 2021, which includes Simpplr’s Blagoja Golubovski, VP of Product Management. Each nominee on this list is the driving force for software innovation, improved user experience, and the genesis of company revenue growth and continuity. Blagoja was recognized for leading product management and UX at Simpplr, driving and building beautiful products to solve for customer’s pain points.

In Mattermost, our monitoring solution is continuously evolving to meet our scaling infrastructure needs. Our previous architecture used Prometheus federation and was perfect for our small/medium infrastructure size, but was not able to scale in the way we needed. This post will explain how we used Thanos and the Prometheus operator to scale our monitoring infrastructure and meet our long-term storage needs.

Gallup, the analytics and consulting firm, started measuring employee engagement in 2000. They published that employee engagement was at an all-time high of 34% in 2018. Although that is good news, we are far from finished when it comes to creating companies that are exciting and fulfilling places to work at (whether virtual or in-person). Gallup published a separate article exploring the reasons behind why the majority of U.S. employees are not engaged despite the gains.

A call center policy is a document that defines standard guidelines for working at a call or contact center. It sets out the rules regarding employee attendance, breaks, electronic device usage, and more. Here’s a call center policy template that you can download and customize based on your requirements.

Offshoring involves moving your operations partly or completely abroad to save costs while growing your business. This helps companies gain a competitive advantage in their home country. But from communication delays to security risks, offshoring can have some potential negative effects on your business. In this article, we’ll explore the seven most common disadvantages of offshoring and suggest ways to overcome them.

If you’re unable to locate an item in OneDesk, it might be for one of many reasons: you are looking at a filtered view, the item is an archived project, the item has been moved to a project to which you have no access, etc. If you’re attempting to locate an item in OneDesk, try the following.

NIST compliance is mandatory for federal contractors, but there is a lot of confusion around it. Without it, chances of getting those big projects in the government are significantly skewed. So what is NIST compliance exactly?

Customer service is a key part of any business and the modern customer has higher expectations than ever before. Helping your customers extends far beyond just making a sale – customers expect businesses to be on hand to handle their queries and ensure they get the most out of their products and services. Delivering quality customer support isn’t easy, and that’s why you need to design your service strategy based on these key customer service principles to guide your team.

What’s cooler than being cool? Being designated as a 2021 Gartner Cool Vendor! What’s cooler than being cool? Being recognized as a 2021 Gartner Cool Vendor! On May 11th, 2021, Gartner published their research report, “Cool Vendors for Digital Workplace Strategy and Applications.” According to the report, “Remote and hybrid work amplify challenges in coordinating teams as the needs for flexibility around time, place, and technology affect everyone.”