Customer support KPIs (key performance indicators) allow you to understand what level of service you’re providing for your customers, including how long they have to wait and if they’re happy with the outcome of the interaction. KPIs also help you communicate your support team’s contributions to the rest of the business. But there are many ways to measure the performance of your customer support team: response times, number of interactions, time to resolution, and much more.

Many organizations only embrace cybersecurity as a bottom-line business priority after years of unprecedented, expensive and significant data breaches and cybersecurity incidents. More than 80% of small and medium-sized businesses (SMBs) view IT security as a top business concern, and 75% of corporate executives rank cybersecurity enhancements as a pressing issue in the year ahead.

A chatbot is an AI virtual tool made to simulate a conversation with a user through apps, websites, and even on the phone. With a chatbot, you can sell your products, get appointments for your services, and provide customer service, all around the clock In this article, we’re going to show you how twenty-five companies use chatbots to boost sales and engage with their customers in the best way possible.

Leaders from Monzo Bank, Octopus Energy and Slack on how getting corporate culture right allows teams to thrive

Sales engineering is becoming increasingly more important for service-based businesses. It’s time to start paying attention to the role of technical sales in your business. The truth is, without technical sales, you cannot sell. If you want to deliver solutions that meet your target market’s needs, you must bridge the gap between internal teams and customers.

Working outside of the office space has become more popular since the inception of the global pandemic. Some people were already working remotely before the lockdown and were familiar with the remote work model. Unfortunately, many organizations, forced to embrace remote work, are struggling to cope with the challenges of leading remote teams. Many virtual leaders do not know how to inspire productivity in remote employees.

Managing a project is more than just completing tasks and meeting deadlines. You need to stick to a budget for it to be successful too. That's why more organizations are investing in accounting project management to better monitor expenditures for every project. Think about it. If you can’t estimate project costs accurately and control spending once a project kicks off—what will you tell your client?

You do your best to provide outstanding customer service. You work hard, follow best practices, and go the extra mile to try and deliver a positive customer service experience. But how do you know if it’s working? To really understand what your customers think about your company, you’ll have to ask them. That’s where customer satisfaction (CSAT) surveys come in. Customer satisfaction surveys are a great way to find out how you’re doing — and how you can do even better.

Managing toxic people in the office is a nightmare. But when employees shift to working remotely and bring their unhealthy behavior with them, “nightmare” becomes an understatement when describing toxicity in the workplace. With most of the world’s organizations shifting to remote work, you just be prepared for all the challenges that come from working from home (WFH). And one of the challenges you must prepare for is dealing with toxic employees.

People are usually reluctant to embrace change. But with the ongoing pandemic – something that nobody could’ve predicted – they were left with no choice. Remote workforces are now the new normal, with large and small businesses embracing the work-from-home arrangement. Although this new trend is still taking shape with many businesses still adjusting to it, one of the main challenges is employee retention.