Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business.

The benefits of optimized Customer Service Management are becoming more widely understood every day. Of course, within any given organization, not everyone will recognize the value at the same time—in which case you may be interested in some communications tips we've seen from our clients.

Knowledge sharing within an agency has never been easier—as long as you have the tools and the will to tell others what you know. The problem is that research shows more information generally leads to less knowledge sharing within a team. A phenomenon called “knowledge hoarding” may be to blame, or something less sinister, like employees not having the necessary tools to share what they know. So, what does that mean for your workplace?

Keeping your team in sync increases productivity at work, we get it! That’s why we have strived to provide you with a clear picture of your team’s work, enhancing our service with Project Management. Now you can keep up with project progress with no extra effort. Work efficiently and establish good habits that reflect your company culture. Here is everything you need to know about our brand new project management features.

The world of work has come a long way in the last year. And it feels nothing like what we’d expected. No 9 to 5 workday, no desk in a tower—Today’s work culture has locked our personal and professional life under one roof. Now, we don’t mind the change as such. Companies that earlier couldn’t imagine adopting remote work are thriving under the new circumstances.

Digital dexterity refers to the practice of adapting to emerging technologies and new digital solutions. It helps organizations improve their business strategy, meet their growing customer demands, and boost workforce productivity. Naturally, it’s fundamental to the process of continued success, helping organizations survive and thrive in an ever-changing technological landscape.

Customer sentiment is quickly becoming one of the most important metrics for any contact center to track. It helps contact centers better understand the opinions and emotions of their customers so that they can improve their processes and provide a better customer experience. It can also help uncover major issues outside of the contact center so that they can be fixed, taking pressure off of the contact center and its agents.

The ultimate goal of every business is to earn a profit every month. This mainly includes saving money through the company policies, workflow, and processes. These days, one of the best ways to save on company expenses is by tracking employees’ work time. You can invest in time tracking software to track the employees’ workflow, as time tracking saves money. Time tracker is helpful for anyone, from an individual to a business owner.

We’re a society of texters: 8.5 billion text messages1 are sent in the United States every day. On a personal level, it’s about 26 sms messages, per person, per day. With that much volume, if your business does not have an SMS customer service strategy – powered by SMS chatbots – it’s obvious that opportunity is passing you by. Even as texting is an inherent part of our daily lives, companies have historically shied away from providing customer support via text.

Using separate help desks for each store or brand can be confusing, especially when your customer service agents have to learn how to use the different software systems. One way most business owners are using to overcome this challenge is by using one centralized system to help them efficiently manage their companies’ data without requiring different logins. Multi-company help desks are great for growing companies that need more than just basic customer service software.