Teams | Collaboration | Customer Service | Project Management

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HaloITSM

XLAs - What They Are and How to Approach Them

Mar 13, 2024 By Stephen Mann In HaloITSM
Experience management is a hot IT service management (ITSM) trend, bringing with it experience level agreements (XLAs). However, if you’ve tried to find an agreed-upon definition of what an XLA is online, you’ll find that there isn’t one. Besides, as with service level agreements (SLAs) and service-level metrics or targets, the term XLA can also have multiple meanings. To help, this blog sheds some light on what XLAs are and how best to approach them.
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InvGate

InvGate Renews SOC 2 Type II Certification

Mar 13, 2024 By Celeste Mottesi In InvGate
We’re pleased to announce that InvGate has recently renewed the SOC 2 Type II certification. This achievement shows our commitment to the industry’s best data protection and compliance practices. The SOC 2 standard was developed by the American Institute of Certified Public Accountants (AICPA). It consists of a third-party audit that evaluates how companies worldwide handle data privacy. Keep reading to learn how the renewal impacts you.
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geckoboard

8 Best Aircall Apps & Integrations in 2024

Mar 13, 2024 By Dale Pearson In Geckoboard
Now valued at over $1 billion dollars, Aircall has charted an impressive path to growth. The cloud-based phone system is used by sales teams and customer service teams in over 17,000 companies worldwide With a growing customer base, it’s not surprising that the platform has also built up a thriving eco-system of third-party apps and integrations to help you get the most out of your Aircall subscription.
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Meet Odie - Your Personalized AI Assistant for Customer Support

Mar 13, 2024 By OneDesk In OneDesk
OneDesk's generative AI assistant powered by GPT. The AI assistant can support your customers and assist your agents. The AI's knowledge is based on your own company's content including articles, canned responses, and previous agent replies. OneDesk combines Help Desk, Project Management & Professional Services Automation software into a single application. OneDesk also includes customer-facing applications: real-time chat, customizable webforms, and a customer portal. These integrated applications allow you to serve your customers while conveniently working on your projects in one platform.
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teamwork

The request for quote (RFQ) process: A comprehensive guide

Mar 13, 2024 By Ben Brigden In Teamwork
Everyone, everywhere, wants a good deal — and good quality. We want a bargain at the car lot, but not on a lemon that won’t survive the drive home. We don’t want to pay $20 for bananas at the grocery store, but we don’t want half-rotten ones swarmed by fruit flies either. We want good quality at the best price. In business, balancing price and quality can get complicated. The things we buy or contract for are complex and nuanced, and so are their procurement processes.
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geckoboard

How to create a TV dashboard for Aircall

Mar 13, 2024 By Dale Pearson In Geckoboard
Aircall is one of the most popular cloud phone systems – used by sales teams and customer service teams alike. It also provides excellent reporting and analytics features, so managers can stay on top of KPIs and Service Level Agreements. However, as any good contact center manager will know, the situation on any given day can change fast – it’s not enough for one person to be on top of the team’s performance metrics.
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troop messenger

Tech Solutions Reshaping the Roofing Industry in 2024: Innovations and Efficiency Gains

Mar 13, 2024 By Archana Dasa In Troop Messenger
The landscape of the roofing industry is undergoing a remarkable transformation, driven by a commitment to efficiency and sustainability. This evolution is marked by the adoption of groundbreaking innovations, including self-healing materials and advanced digital tools, heralding a new era for smarter and more resilient roofing solutions. Contractors now leverage sophisticated technologies, such as drones for aerial inspections and 3D modeling for unparalleled precision in measurements.
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teamwork

Quality assurance in project management

Mar 13, 2024 By Ben Brigden In Teamwork
What’s your definition of project success? Delivering a project on time and on budget, right? That answer gets us most of the way there, but it falls about 33% short. For a project to be successful, it needs three qualities, not two. In addition to being on time and on budget, the project also has to reach the level of quality necessary to fulfill the project objectives.
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flowace

21 Fundamental KPIs In BPO Call Centre

Mar 13, 2024 By Varun Kodnani In Flowace
How does BPO determine and weigh its metrics? Is it just by employing appropriate call centre KPIs, or is there more? Well, KPI, which stands for “Key performance indicators,” means measuring a company’s business’s development, performance, or position. Even though KPIs might vary from industry to industry, they are crucial to every business.
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exoprise

Effective Monitoring for VPN Gateways

Mar 12, 2024 By Jason Lieblich In Exoprise
As the use of VPNs (Virtual Private Networks) becomes increasingly prevalent, ensuring their efficient, speedy, and reliable performance is crucial. Synthetic monitoring allows organizations to create simulated scenarios to evaluate and measure VPN performance, enabling them to optimize user experience and troubleshoot any issues that may arise. Exoprise provides a suite of products which work together for highly effective VPN performance gains.
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