Every growing support team needs a standardized customer service process. Without proper guidelines in place, your agents would be left in the dark, not knowing how to approach an issue – leading to duplication in effort and a delayed response time for customers. While using a ticketing system can help automate certain actions, it is unlikely to solve your team’s productivity unless your agents follow a documented customer service process as well.

Matterpoll is a plugin that allows users to create polls in Mattermost. Since Mattermost is localized in 16 different languages, it’s optimal that Matterpoll is similarly localized. Because we rely on contributors to do the translations, we want to make it easy for them to translate new strings and determine whether already translated strings need to be updated because the “source” text changed.

Want to learn about the latest tools and trends in call center technology? In this article, we’ll go over some recent call center tech trends and even give you some helpful tools and tips to improve your call center operations.

As sales reps, we’re all familiar with monthly quota stresses. When it gets down to the wire, you add as many leads as you can to the pipeline to maximize potential deals. And it works! You successfully meet your sales quota. But there’s a new problem—your close rate is appalling.

Want to know about BPO services and understand how to use them to create the maximum benefits for your business? Business Process Outsourcing has grown in popularity over the past few decades. From small startups to huge MNCs, every type of business has embraced the power of BPOs! But what makes BPO services so attractive to companies? In this article, we’ll cover the different types of BPO services, their benefits and even highlight the top 5 BPO service providers in 2020.

Welcome to the first release of OneDesk in the new decade! This update was rolled out on January 28 2020. This release could be called “The Integration Release” because that was the main focus this month.

Freelance writer Evan Roxanna Ramzipoor is a writer based in California. She is the author of The Ventriloquists, and her writing has been featured in McSweeney’s, Salon, and others. Check out her work at erramzipoor.com. At some point, we’ve all experienced a problem with a process or strategy at work. But figuring out why the problem exists can be a daunting task. When you sit your teammates down for a discussion, emotions run high and miscommunication is common.

Do you want to hire software contractors, but don’t know where to start? You’re not alone. Research reveals that most tech firms use contract workers to meet 40 to 50 percent of their staffing needs. Whether you need to fill a skills gap or just need short-term help for a specific project, a contractor can bring many benefits to your business.

Jira is a highly adaptable and feature-rich platform, which promises to help all types of teams manage their work. There are several features and toolkits that are purpose-built for software, business, DevOps and any other iteration of IT team to plan, track and release world-class software.

Customer service plays a crucial part in guiding a business to success. You need to have well thought out customer experience goals from the inception of your business, and have a game plan on how to get it right. So, it’s very important that you pick the right customer service application based on your business’s vision and requirements. However, with a slew of applications available for customer service, how do you know which one is perfect for your team?