Focusing on 1% improvements can help your team scale mountains.

Anyone who has ever spent an appreciable about of time working with business information knows full well that the sheer volume of content within their deployment is growing by the day. But at the same time, the variety of content is also on the rise — which can easily lead to governance issues before you know it.

It’s no secret that good customer service is an essential aspect of any business. More than 80% of surveyed customer service professionals view customer experience as a primary or secondary differentiating factor for their organization. Yet, for many businesses, meeting and exceeding client expectations can be a challenge. In 2020, 40% of surveyed consumers stopped doing business with one or more companies because of poor customer service.

We’ve heard it a thousand times: “the pandemic is unprecedented.” And it’s true—COVID-19 has changed the lives of billions of people around the world and many of those changes are here to stay. The good news is that the pandemic has also shown that many businesses are able to adapt and thrive. Bernard Salt AM, one of Australia’s leading social commentators on trends, business, and society, has a hopeful view for the future.

We know that companies have been trying to persuade customers to use self-service for at least the past ten years, with mixed success. Now due to the pandemic it is being adopted at unprecedented rates according to the Boston Consultancy Group. So how do we encourage customers to carry on using self-service portals when life returns to ‘normal’?

Looking for powerful time management tools? Effective time management is as important for an ambitious individual as it’s for a mission-driven team. Fortunately, modern software can enable you to leverage powerful time management skills. In this article, we’ll highlight ten powerful time management tools that can boost your focus and productivity. We’ll go over their key features, pricing, and ratings to help you make an informed decision.

Customer Satisfaction Score (CSAT) is the oldest and most widely used customer satisfaction KPIs. It’s also one of the most popular north-star metrics amongst support teams. As with all metrics, it’s not without its complications. One is how to put the score into perspective. Is a CSAT of 80% good or bad? Zendesk and ACSI have great benchmarking reports that can help with this. But, there’s a complication that’s often overlooked.

It has been nearly a year since COVID-19 hit the Western world, bringing most of our in-person interactions to a grinding halt. As face-to-face commerce became far less tenable at the old brick-and-mortars, more of our businesses moved to the virtual. With companies no longer able to greet their customers with a smile, the responsibility for maintaining relationships with customers shifted increasingly over to the contact centers.