Employee training and development is an important contributor to any company’s growth. Over the past few years, small and large businesses have started investing more and more in employee training. This is because effective employee training leads to numerous benefits. Some of these benefits can be increased employee retention, employee satisfaction, increased productivity, and ultimately better ROI for the businesses.

This series that began with Part 1 on why it’s more important than ever to revisit how to keep customer support teams engaged with each other, continued with Part 2 where we dove into tips for enabling collaboration and engagement among support team members and between agent and customer, and introduced solution tools that enable the most efficient customer support in a remote environment in Part 3, now concludes with Part 4 where we review more solution tools to empower customer support teams.

Sometimes it can be difficult to get your point across over chat messages. Discussions can go around in circles, and decision making can take much longer than it should. For times like these, you just need to jump on a video call to iron out issues, make quick decisions, or just see a friendly face — especially in this new age of remote work. Now, Teamwork Chat can make that happen with our latest feature, Video Calls.

The problem of too many redundant meetings isn't anything new. It is a trap many teams fall into, even in the office. It’s the trap of copious no-agenda, purpose-less meetings – and lots of them. But did you know that we’re actually having more meetings since going remote? According to a recent paper from the National Bureau of Economic Research, the average meeting count has gone from 5.9 meetings to 6.9. Yikes. Being remote, however, is helping us master meetings in a new way.

Knowledge is power, especially in the world of customer service. According to the 2020 CX Trends Report, companies that leverage the most data have 36% faster resolutions, 79% reduction in customer wait time, and four times as many solved customer requests. But to reap those benefits, you need a powerful business intelligence tool.

When a communication platform is tough enough and flexible enough for innovation, the possibilities are limitless. Learn why one of the most well-known cybersecurity providers from the US chose Rocket.Chat as their main secure communication platform.

Identity verification via OTP automation, simply put, is the automatic sending or triggering of OTP messages to individuals with no manual intervention. Process automation has become increasingly popular with brands as it allows them to save time by allowing employees to reset their passwords or unlock their accounts via OTP quickly. Additionally, they are making use of other types of SMS automations by using time or action-based drip messages that are triggered by specific criteria.