Customer service is hard. Measuring the value of good customer service is even harder. However, only if you have quantifiable data on how well your support team is doing can you improve existing processes, make better staffing decisions, and ensure customer happiness. The best way to get these insights is by measuring customer service key performance indicators or customer service KPIs. In this article, we’ve covered everything you need to know about customer service key performance indicators.

Enterprise leaders traditionally focus on efficiency as a measure of business success, but productivity should take on a bigger role.

Education project management software can transform learning experiences. Before the use of software, educational teams collaborated in meetings rooms and teacher lounges, and student reports were sent home to parents in crisp brown envelopes. Those days are gone. Times are changing and educators now have a wide range of digital collaboration tools to choose from.

Grupo Cepas, an Argentine company dedicated to the production of beverages, invested a lot of time and effort in the manual management of IT processes. The use of paper forms and ineffective communication through email created a bottleneck effect where processes were slowed down with any delay. They had a ticket system, but it was used to manage IT industry requirements, not end-user orders.

Social selling has impacted the market ever since we started trading products. A gentleman in 1600s Italy could visit a family member, adore their new statue, and ask where they got it. Market analysis indicates that consumers influenced by social media are four times more likely to spend more on purchases. That’s over standard advertising. With the market shifting, it’s essential that your company has a strong handle on the social market and how to use it to your advantage.

From hiring suitable agents to setting the right goals, contact center performance management involves a lot of tasks and processes. And while life as a contact center manager can be hectic, you can ease the workload with the right techniques and tools. In this article, we’ll cover what contact center performance management is and provide 11 tips to manage contact center performance easily. We’ll then cover three major challenges of performance management in a contact center.

Managing call center operations is no easy task. With increasing workloads, they face workforce management challenges such as staffing, agent scheduling, and falling agent engagement. These issues can affect their ability to provide good customer support. Fortunately, call center workforce optimization software can help you streamline your customer support efforts by maximizing your call center agents’ skill sets and availability.

The call center is often the company’s public face — the first interaction your customer has before or after purchase. So, coaching your call center agents to provide reliable customer service is imperative to your company’s success. While there are many ways to go about effective call center coaching, in this article, we’ll explore five key areas where you can focus your coaching efforts.

When it comes to your organization's data, it's critical for you to understand that you're talking about so much more than just a series of 1s and 0s sitting on a hard drive somewhere. Contained inside that data is the true story of what is going on with your business. It contains the insight you need to do better and more informed work on a daily basis. To always make the right decision as quickly as possible given the circumstances.

Mattermost Boards started as an innovation project that came up during a hackathon we held in late 2020. At Mattermost, we’re focused on helping the world build better software by aligning teams, tools, and processes. We work like most other software development teams do, with stuff all over the place — in chat, emails, Google Docs, and systems like Jira and GitHub.