Embarking on a new project can be daunting, but the right tools make all the difference. Discover a suite of versatile project planning templates, ranging from simple charts to comprehensive agile and waterfall plans, designed to streamline your project management process. Setting objectives, defining deadlines, and improving teamwork are all made simple with Asana's free project plan templates. We all love it when a project runs smoothly.

This comprehensive guide explores 15 vital inbound call center metrics that can be leveraged to enhance performance, productivity, and customer satisfaction. From Average Wait Time (AWT) to Agent Attrition Rate, each metric is explained in detail with practical suggestions on how to use them to improve call center operations. Plus, find out how Insightful's employee screen monitoring software can revolutionize your call center performance.

If you are trying to compare Freshservice vs. Zendesk, you’re probably facing the daunting task of choosing a service desk software for your company. After talking with thousands of service desk buyers, we identified some everyday needs and pain points that the vast majority of organizations face while choosing the right service desk solution for their IT or Enterprise Service Management efforts.

According to PWC’s Future of CX Report, 70% of customers say that speed, convenience, knowledgeable help, and friendly service are the key elements of a positive customer experience (pwc.com). For service management providers and their customers, this often begins with the user interface, which plays a crucial role in shaping their first impression. When users interact with the interface of a self-service portal or application, they immediately form opinions based on its design and functionality.

‍ IBM reports that effective communication during cyber attacks and IT incidents can significantly reduce resolution time and enhance incident management. For instance, companies can use out-of-band management (OOBM) solutions to access a secure, dedicated network infrastructure for seamless collaboration. Secure collaboration tools focused on OOBM are necessary to help employees, customers, and leaders stay on the same page.

According to PWC’s Future of CX Report, 70% of customers say that speed, convenience, knowledgeable help, and friendly service are the key elements of a positive customer experience (pwc.com). For service providers and their customers, this often begins with the user interface, which plays a crucial role in shaping their first impression. When users interact with the interface of a self-service portal or application, they immediately form opinions based on its design and functionality.

The modern workplace continues to evolve at a dizzying pace. HR leaders face mounting pressure to stay ahead of emerging trends while delivering measurable results. As companies navigate economic uncertainty, shifting employee expectations, and rapid technological change, the fundamentals of good people management and a great employee experience remain crucial.

When you promote an employee, much of the focus is on what’s next. You talk through the responsibilities they’ll take on, the skills they’ll develop, and the initiatives they’ll lead. But there’s another important thing to think through: what’s left? When an employee makes a move – whether they move up or move out entirely – you end up with a blank space on your org chart. Their old responsibilities and tasks are left uncovered.

For years, servant leadership has dominated Silicon Valley. Leaders have been taught to listen more than they speak, empower their teams by stepping aside, and let autonomy drive innovation. This philosophy promises trust, collaboration, and empowerment. And, for a time, it worked well. But that era is over. The world has changed and today’s fast-paced, hyper-competitive environment demands something different.