In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.
Supporting 250 startups from Brazil, Distrito is an innovation platform that helps startups to succeed and support the digital transformation of Enterprises. Their mission is to uplift startups through a Strong Innovation Ecosystem focused on Community, Leap, Venture, and Data Mining. In order to bond their ever-growing startup community and manage their team of 140 people, implementing a comprehensive communication tool was not only a necessity but also inevitable.
We know from research that the average knowledge worker spends 60% of their day on “work about work” like searching for information, communicating project updates, and chasing down deliverables. It’s grinding, arduous work that’s been made even harder by the challenges of remote working, but it’s also a must-do for team leads who need to stay on top of project progress and status updates. Or is it?
Confused about the differences between productivity vs efficiency? Productivity and efficiency are both crucial metrics when it comes to assessing the performance of your business. In fact, they’re so extensively used that most people use them interchangeably! However, even though they’re closely related, they’re not the same thing.
Mike Cannon-Brookes, co-CEO of Atlassian, joined Stewart Butterfield, CEO of Slack, to paint a picture of the future of work
Millennials were outsiders in the workforce for a long time. It was a big challenge to manage them well. How do you drive them? How can we organise the work environment in such a way that they can thrive? As an established Millennial Coach, I can share with you that the millennials are a precious and highly emotionally intelligent generation that can be steered towards the greatest things. Partially, today's world is that enjoyable due to the brilliance of myriad millennial internet entrepreneurs.
Building a great product isn’t enough to stand out in the market. What you need is a compelling message—one that speaks to your audience and is unique to your brand. How do you make sure you’re telling the same story to every customer across every touchpoint? One key tactic is writing a positioning statement.
You've put in the work to build an excellent call center. You've hired for the right skills, given everyone the best possible training, started tracking your performance, and you've even created a wonderful workplace where your agents can work and collaborate. Then 2020 happened. The COVID-19 pandemic closed offices and sent employees home. As the days away from the office added up, returning to "business as usual" in your call center anytime soon seemed less and less likely.
Change management is a discipline that guides organizational improvement. It results in a permanent change as a result of observable shifts in behavior. It ensures that your organization learns and improves in a thorough, orderly and sustainable manner. Successful improvement projects require that individuals and groups are aligned, that they share a common vision, that they know how they will define success, and have a path to achieve it. Change management has three aspects.
The debate about the effects of the recent global pandemic and lockdown is ongoing. Experiences differ, but at the end of the day, we’re still all in the same boat – trying to navigate the new remote work reality. To understand how these events have impacted the industry and our clients, we ran a Work From Anywhere Survey. The results are in, and we’re ready to share the findings with you.
