Teams | Collaboration | Customer Service | Project Management

For managed service providers (MSP), customer support is absolutely core to their business. Where the various services provided may be the main customer-facing offering, without a supporting team to attend to client needs and answer questions, an MSP is sure to face challenges retaining clients. Empowering your customer support team only further serves your business, and one simple way to do that is by introducing a helpdesk and ticketing system.

The June 2021 Release of OneDesk introduces a new App (in Beta) to centralize statistics about your tickets, tasks, and projects. We call this new app ‘Analytics’. Located under the ‘More Applications’ icon in the lower-left corner, the Analytics app brings together Reports and Activities, and introduces a new section called ‘Charts’. Here are some highlights of the new Charts app.

Today, the remote developer adaptation process is a reality for many of us. About 4.7 million employees work remotely in the U.S. That number is increasing day by day and more industries embrace remote work. Regardless of the industry type, people need to adapt to this work culture, and the sooner they transform, the better will be the results.

To nobody’s surprise, sturdy success starts with good foundations. While the building materials have changed drastically and improved remarkably over time, the foundation of any good business is ultimately the satisfaction of its customers. Arguably, it’s easy to overlook the importance of customer satisfaction when the issues aren’t obvious. Just like the wiring of a house, you expect it to be there and working perfectly.

Successful companies are more than just productivity and revenue hubs. These places institutionalize making their workers feel engaged, so they trust and believe in the overall direction of the company. All of this positivity might make it seem like great organizations don’t need to boost team morale—but that’s simply untrue. Keeping employees engaged and satisfied is still a huge challenge, no matter how successful the business might be.

Companies are increasingly trying to promote customer experience into a key selling point. And for good reason—the Zendesk Customer Experience Trends Report 2021 found that 75 percent of customers will pay a premium to buy from brands that provide a great customer experience. Exceptional customer experiences require exceptional customer experience design. But what does that really look like?

Due to COVID regulations and virtual call center software innovations, virtual customer service teams have grown in popularity. With cloud-based virtual call center solutions, remote agents can be more productive, and business owners can manage their call virtual center operations with ease. But with several virtual call center tools out there, which one is the best tool for you?

Do you know how expensive call center attrition can be? Voluntary attrition of an employee is never a good thing. When employees leave, businesses have to spend time and money to replace them with new hires. This can drive down efficiency and profit margins. But how do you reduce employee turnover? In this article, we’ll talk about call center attrition, what causes it, and how it affects your business.

In-app messages are amazing tools you can use to propel sales, onboard a new user, and interact with your users daily. It can diminish the volume of live attention requests your customer service team receives, and make it easier for the sales team to convert new users. In-app messaging is vital for your customer engagement strategy. If you know how to use it, you’ll reach the right user at the right time to address their queries. But, what is in-app messaging?

Contact center quality monitoring is one of the best ways to improve customer service. When you monitor quality, you’ll be able to identify any roadblocks in the process and create an easy pathway to boost customer satisfaction. But contact center quality monitoring isn’t just about recording phone calls between customers and agents or checking if they responded politely to an email query. Rather, it’s about how you evaluate each agent’s interaction and act on them.