Managing employee tardiness, unscheduled and unexcused absence, etc., can be difficult in any business. These unscheduled leaves negatively impact employee productivity, team performance, and consequently, the firm’s income. Fortunately, you can solve these attendance issues by creating an absence policy. In this article, we’ll tell you what an effective absence policy will include and why you need one. We’ll also share a sample absence policy template for reference.

The annual ICMI Contact Center Expo provided valuable lessons for the future of call center operations. This year’s International Customer Management Institute (ICMI) Contact Center Expo was a little bit different than in years past. Instead of gathering at a large convention center in a major city, hundreds of contact center industry experts gathered at their computers to connect digitally.

With the arrival of the Internet of Things comes several innovations that help companies save time and money. One of the coolest of these is the rise of the ‘cyber secretary,’ or virtual assistant. Rather than paying a hefty salary, offering bonuses, and dishing out more benefits to an in-house employee, you can now reduce costs by hiring remote employees by investing in virtual assistant software programs to streamline your processes.

Working remotely has become the new normal because of the COVID-19 pandemic. With so many employees working from home, team managers need a remote work plan or policy to ensure that their employees stay productive. But how do you create an effective remote work plan? In this article, we’ll tell you how to build a remote work plan and what to include in it. We’ll also share a free downloadable remote work plan template to help you get started.

Customer Satisfaction Score (CSAT) is one of the most widely used customer service metrics. Companies send short CSAT surveys after a support interaction—but these are tied to your customers’ most recent interaction with your company and can be skewed if they had an issue or poor experience. And because CSAT surveys are kept short to make it easy for customers to respond, they don’t tell you why customers feel the way they do.

We are proud to announce that Rocket.Chat has been named a Category Leader for Instant Messaging and Chat Software by GetApp, a Gartner company, the second consecutive year it has received this recognition. Rocket.Chat placed No. 10 in the category, out of hundreds of products reviewed.

As a customer service agent, being a great communicator means everything. But your ability to communicate well goes beyond listening to what your customers and team members say. You also have to recognize how they’re expressing themselves and adapt your responses accordingly. Understanding the various communication styles can help you improve your relationships with customers and colleagues alike.