Are poor productivity and dissatisfied customers one of the biggest challenges for your company? Do your employees lack a clear understanding of their roles and Standard Operating Procedures? Is your company struggling with operational efficiency?

There’s an oft-cited stat that text messages from businesses have a 98 percent open rate, but there’s a lot more to business texting than just outbounding customers. Customer service has been transformed by messaging. In 2020, support requests surged over messaging apps, with WhatsApp seeing 101 percent growth from the previous year. Only 15 percent of surveyed customers said they preferred to use SMS as a customer support channel when available. The lesson?

Podio is one of the more mature and older project management solutions which is why we decided to put together an all inclusive list of the best Podio alternatives for your business. Podio prides itself in being one of the most secure and stable project management softwares with a stability score of 99.99% in 2021 so far. Being a part of Citrix security has been essential since the company’s founding.

A call center break policy highlights guidelines related to the breaks agents take during their work period. It defines certain rules so that agents can get some rest without their breaks having a negative impact on their productivity and the overall customer experience. Here’s a call center break policy that you can customize and make a part of your employee handbook: (Note: A downloadable version of this call center policy is available at the bottom of the template.)

A call center security policy is a document that provides comprehensive rules, plans, and security protocols that regulate access to the organization’s network. An excellent security policy ensures information security and the protection of the organization and individual agents. Here’s a comprehensive call center security policy you can download and customize to suit your needs today.

Every type of team will encounter hiccups in the workplace from time to time. Whether these disagreements are about team projects or current affairs, the root of the issue can often be found in cultural differences. This is especially true as the world becomes increasingly globalized and teams are made up of members with various life experiences. As a leader and mentor, how can you effectively manage intercultural communication to avoid and work through conflict in the remote workplace?

The undeniable fact of the business world is that you cannot have a great product without an excellent customer support team. Yeah, you might have developed a top product, but you would need an efficient bunch of professionals to manage your customers’ queries. In these times when customers are known for switching brand loyalties often, your customer support team has to be on its toes to satisfy your esteemed clientele. Customers’ demands and expectations are changing rapidly.

As the customer service industry evolves, customers are increasingly expecting flawless customer service from companies. 56% of customers have stopped buying from a brand or switched to a competitor because of a single bad experience.1 For American consumers, that number jumps to a whopping 69%. If you want to meet this increasing demand for perfection, “hiring the right people” isn’t enough.

Every month, Developer Advocate Aydrian Howard brings together a team of Courier engineers on Courier Live to discuss which updates recently made it into production, what is happening with the features in beta, and what to expect from the product and team in the near future.

A step-by-step plan to help you frame your request, counter objections, and negotiate for what you really want.