The upheaval of this past year has revealed how vulnerable global systems are to cybercriminals and bad actors. Cyberattacks have surged, with a reported 400% increase in attacks since the pandemic, and a 278% increase in leaked U.S. government records. However, cyberattacks didn’t just increase in terms of volume, they also grew in scale, potency and wide impact, particularly in the public sector.
Is your workflow actually working for you and your coworkers? Finding the answer doesn’t have to mean missed deadlines or overblown projects. Instead, you need to be proactive by putting your processes under a microscope. Enter workflow optimization. Listen: just because you have workflows in place doesn’t mean they’re efficient. Chances are there are plenty of bottlenecks, disruptions, and opportunities to streamline your processes you’re not 100% aware of.
Every project is different and requires a unique planning and project implementation plan. And since 11.4% of business investment is wasted because of poor project planning, companies need to ensure that their project planning and management are strategic and efficient. A Project implementation plan is a critical component of project management that focuses on documenting how you’ll go about a project.
If you want to know how your call center is really performing compared to your competitors, call center benchmarking can help. Benchmarking involves measuring your call center against global standards to analyze its performance. You’ll be able to identify what areas you need to improve on and take the required steps to boost performance. In this article, we’ll explain what call center benchmarking is and provide a step-by-step guide for it.
Call center work can be demanding, especially for a customer service agent. They have to handle several calls, resolve customer issues, meet targets, and more — while ensuring high customer satisfaction levels. This can create stressful situations, which negatively impact agent productivity. Fortunately, there are several effective ways to deal with call center stress. In this article, we’ll cover what call center stress is and six common stressors.
An inbound call center acts as the link between the customer and the company by handling incoming live calls for customer service. That’s why it’s necessary to ensure that your call center agents perform well on all calls. A good way to do this is to measure their performance regularly using certain inbound call center metrics. In this article, we’ll discuss fifteen inbound metrics that can give you insights into your call center’s performance.
In this article, we’ll share several Excel time tracking templates (i.e. weekly, biweekly, and monthly timesheets) that you can use to track employee hours and calculate payroll. That said, tracking time using Microsoft Excel comes with downsides, namely the fact that Excel does not solve for: In this post, we’ll share several useful Excel time tracking templates.
The pandemic has obviously changed the way we work. Most of us are still working from home until today. Thanks to the internet and technology, though, we can get our individual work and team projects are done seamlessly – no matter how far the distance between us and our coworkers. That might seem impossible without the help of project management tools. Today, project management tools are popular more than ever.
To stay at the top of their games, project managers must constantly evolve and learn about new trends and techniques within the industry. There are a ton of online courses and classes you can take to do this. But another resource that will keep your skills sharp is project management books. 📖 Books are a great way for project managers to go deep on planning, product design, marketing, and growth to improve their work.
