Dealing with insider threats requires a different strategy from other security challenges because of their very nature. Insiders have a significant advantage. They are aware of the organization’s policies, procedures, technology and vulnerabilities. They often have access to important systems, business IP and sensitive data. As such, they can cause a business the most damage compared to external attackers such as hackers.

If businesses were previously skeptical about the potential of chatbots in customer service, there is no longer any question about it. The pandemic has pushed businesses to mainstream AI and different types of chatbots for varied objectives. With evasive measures such as cost cuts, chatbots have not just helped businesses stay afloat but also garner the goodwill of customers and ROI.

User personas are essential product management tools. These fictional representations of your users help you gain empathy and a better understanding of your target audiences. You can think of them as a visual map of your users’ main characteristics. With user personas it’s easy to relate to your target audiences and ‘put yourself in their shoes’ so that you can build awesome products and cool features that really meet their needs.

User personas are essential product management tools. These fictional representations of your users help you gain empathy and a better understanding of your target audiences. You can think of them as a visual map of your users’ main characteristics.

Tips and considerations for productively managing a distributed workforce in the new era of remote work As we come to the close of the year, we can say that 2020 has been a very long decade. Along with the personal difficulties and uncertainties, businesses faced a real struggle as they navigated how to keep the lights on and their people employed.

“Customer needs serve as the ‘north star’ for most product leaders”, especially those who are always striving to leverage customer feedback to build the best products. An important part of this customer feedback naturally lands in support tools like Freshdesk, but your company actually has as many feedback channels as you have customer touchpoints and internal teams.

Following on from the introduction of notifications to Teamwork CRM and the enhancement to our filters last month, we’re closing out the year by enhancing the functionality of our custom fields along with improving our integration with Teamwork by allowing you to sync your CRM companies and contacts with your Teamwork projects.

The conversation about how much we all dread meetings isn’t a new one. There are too many of them. Most of them are colossal wastes of time. Heck, one in three people admit that they’ve felt drowsy or even fallen asleep in a meeting. But, when that meeting is happening virtually and people are only dressed appropriately from the waist up? Well, it becomes even more challenging to keep participants engaged in the conversation.

When it comes to customer service scripts, practitioners are as divided as people are about pineapple on pizza. The benefits of using customer service scripts are manifold, but there are some serious downsides too, like sounding robotic or not displaying enough empathy. However, when used wisely, scripts can be very helpful to customer service representatives. In this blog, we cover everything you need to know about customer service scripts.

VCLB Ghent is a Belgian non-profit organization that serves pupils between the ages of 3 and 18 years old. Every two years, we offer students a free medical checkup. The organization also works with schools to support students that struggle with learning disabilities, behavioral problems, and other issues. As a multidisciplinary team, VCLB Ghent’s staff does contact tracing for schools in the event of an outbreak of a contagious disease, such as meningitis, hepatitis, or measles.