Businesses of all sizes need to prioritize customer experience (CX), but it can be hard to know where to focus your efforts as we navigate uncertainty in a post-pandemic world. To help businesses make good, data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity and CX success.

Excellent customer support is essential for the growth of all businesses. And while relying on spreadsheets and other documents to keep track of customers might get the job done, it surely isn’t the best approach. Instead, you need customer support software that helps you streamline communication, manage your knowledge base, and take the right steps to improve customer experience. But with various tools available today, which one is the best for your business?

The COVID-19 pandemic has greatly affected the lives of so many people around the world. Not only did it put a stop to leisurely travel, but it also caused the closure of so many establishments. And this also resulted in employers having no choice but to let go of their staff. Instead of choosing to hire locals, many employers turned to the trend of contract staffing. With this option, they can have a global reach in terms of talent and specializations.

While they were traditionally in-house functions, an increasing number of businesses today outsource their finance and accounting operations to third-party services providers. And for good reason. Accounting outsourcing offers multiple long-term benefits, such as cost-effectiveness and better flexibility. However, as a CEO or CFO, you have to consider several factors before deciding on outsourcing your financial and accounting operations.

Did you know that over 63% of customer service leaders globally have seen an increase in customer expectations? While 64% of consumers say that they expect companies to respond to them in real-time, approximately 72% of customers expect representatives to know their issue and order history. That’s why you need to enable seamless omnichannel customer service or multi-channel support, making it easy for your customers to reach you whenever and wherever they need you.

Digital customer experiences are critical for surviving in a connected world. According to a survey of C-suite executives, more than 70% of CIOs increased investments heading into 2021 to improve customer experience. At an increasing rate, restaurants have adopted app delivery services, fitness memberships pivoted to virtual exercise experiences, retail now rely heavily on e-commerce, and office work accelerated business services like Zoom, Slack, and DocuSign.

As we continuously make our way towards a post-pandemic world, adapting to the new normal is necessary. Speaking of new normal, one big trend we are seeing in the workplace is going hybrid. In fact, some organizations consider going hybrid as the future of work. Going hybrid means establishing a work setup that involves both working in the office and elsewhere, usually at home.

Different companies have different needs, and when it comes to individual projects, no two are alike. With so many project management methodologies to apply to your projects, it can be difficult to know exactly which one is right for your team. To help make it easier to pick the right one for your needs, we’ve created a guide that breaks down the most common project management methodologies used by modern businesses.

For any professional hailing from any industry, the number of hours they work on a given day is important. After all, it often forms the basis for the calculation of their salaries. However, while in most occupations this computation is simple — summing the total hours worked and multiplying it by the per hour wage — there are several industries where it is a tad more complicated. A career in law is a prime example of the same.

Regardless of the team size, an SOP (Standard Operating Procedure) is essential for all call centers. A call center SOP is a document that contains guidelines about business processes, administrative activities, and other information that help the agency run smoothly. In this article, we’ll explain what a call center SOP is and why you need one. We’ll also highlight the nine key points to include in your SOP, along with four actionable tips for drafting it.