Teams | Collaboration | Customer Service | Project Management

A ticket has its own lifecycle, and understanding each stage is crucial to providing top-notch customer support. One of the most critical help desk metrics is the Escalation Rate. This Key Performance Indicator (KPI) reflects the percentage of tickets that require the intervention of a higher-level support team. Understanding how this KPI works can help identify gaps in the support process, improve team efficiency, and increase customer satisfaction.

Do you know employing an effective workforce optimization (WFO) strategy saved some large and small companies from sinking, enhancing their work productivity?

Organizational tools have become essential tools for all types of industries. They are capacitated to become your virtual assistant and sort all the tasks ranging from trivial to critical. The accentuating fact is the quality of your employed organizational tool will determine the efficiency of your organization.

In this blog post, we discuss strategies for employers to recognize and address toxic work environments, ensuring a healthier and more productive workplace for employees.

This blog explores the potential benefits of a four-day workweek, including increased job satisfaction, higher productivity, and improved work-life balance for employees.

Learn about the consequences of pretending to be happy at work and how Insightful's software can help employers address this issue by fostering a genuine culture of happiness.

Explore the benefits of employee monitoring for employee career advancement. Learn how to use Insightful to identify strengths, set goals, and create a culture of growth and development.

If long-term goals are the destination, short-term goals are the roadmap.

We are excited to introduce Guard Rails, now in open beta for Courier, a feature that allows you to set upper limits on the number of messages sent per time period. Courier business plan customers can configure these limits globally, or per user, or per user per subscription topic. Exclusions for certain subscription topics can also be set up, ensuring essential messages are always delivered.

Wrangling a team of software developers is a lot like herding cats — only worse, because in this case the cats all speak a mixture of different (programming) languages. For most agencies, managing a software development team can be even more perplexing because you don’t speak any of those languages. Thankfully, with the right processes in place, anyone can build the skills they need to successfully manage a software development team. Here are nine tips to get you started.