When choosing a customer service solution, there are many factors to consider, and let’s face it — cost is high among them. Freshdesk says you’re saving money on their low license costs, which is a part of the total cost of ownership, but there are big trade offs to know about. Here are the top three things you should consider.
Trying to find ways to inject some fun into your remote team’s work days? With COVID forcing employees to adopt remote working, communicating with teams via apps like Slack and Zoom has been on the rise. But staring into a computer screen all day without any work colleagues around can take a toll on an employee! So, what can you do to help your team have a bit of fun? How about trying out some Slack games?
In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.
We know from research that the average knowledge worker spends 60% of their day on “work about work” like searching for information, communicating project updates, and chasing down deliverables. It’s grinding, arduous work that’s been made even harder by the challenges of remote working, but it’s also a must-do for team leads who need to stay on top of project progress and status updates. Or is it?
Confused about the differences between productivity vs efficiency? Productivity and efficiency are both crucial metrics when it comes to assessing the performance of your business. In fact, they’re so extensively used that most people use them interchangeably! However, even though they’re closely related, they’re not the same thing.
Mike Cannon-Brookes, co-CEO of Atlassian, joined Stewart Butterfield, CEO of Slack, to paint a picture of the future of work
Millennials were outsiders in the workforce for a long time. It was a big challenge to manage them well. How do you drive them? How can we organise the work environment in such a way that they can thrive? As an established Millennial Coach, I can share with you that the millennials are a precious and highly emotionally intelligent generation that can be steered towards the greatest things. Partially, today's world is that enjoyable due to the brilliance of myriad millennial internet entrepreneurs.
Building a great product isn’t enough to stand out in the market. What you need is a compelling message—one that speaks to your audience and is unique to your brand. How do you make sure you’re telling the same story to every customer across every touchpoint? One key tactic is writing a positioning statement.
You've put in the work to build an excellent call center. You've hired for the right skills, given everyone the best possible training, started tracking your performance, and you've even created a wonderful workplace where your agents can work and collaborate. Then 2020 happened. The COVID-19 pandemic closed offices and sent employees home. As the days away from the office added up, returning to "business as usual" in your call center anytime soon seemed less and less likely.
Change management is a discipline that guides organizational improvement. It results in a permanent change as a result of observable shifts in behavior. It ensures that your organization learns and improves in a thorough, orderly and sustainable manner. Successful improvement projects require that individuals and groups are aligned, that they share a common vision, that they know how they will define success, and have a path to achieve it. Change management has three aspects.
