Teams | Collaboration | Customer Service | Project Management

geckoboard

Zendesk custom metrics: what they are and how to use them

Jan 28, 2026 By Sam Gane In Geckoboard
If you’ve spent any time in Zendesk Explore, you have probably run into the same limitation as most support teams. The standard metrics are useful, but they only tell part of the story. Ticket volume, first reply time, resolution time, CSAT. They are a starting point, not the full picture. As soon as you want to dig into how your team is performing against SLAs, backlog, workload, or automation, you need something more tailored to how your support operation works.
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geckoboard

Should you build or buy dashboards in 2026?

Jan 28, 2026 By Tom Randle In Geckoboard
If you’re weighing up whether to build your own KPI dashboard or buy one, the decision probably feels more complicated than it did a few years ago. Modern APIs are easier to work with. Charting libraries are more prolific and fancier. AI tools can generate working dashboards in minutes. On the surface, the case for building dashboards from scratch has never looked stronger. In practice, the trade-offs have not changed as much as the tools have.
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rocket.chat

From Slack to sovereign platforms: a guide for European government

Jan 27, 2026 By Sara Ana Cemazar In Rocket.Chat
European government agencies face critical compliance challenges using cloud-hosted Slack due to US CLOUD Act jurisdiction over data controlled by American platforms. The key distinction: the issue is not the software itself, but who controls the data. This guide defines what a sovereign communication platform is, presents the leading compliant alternatives: Rocket.Chat, Mattermost, and Element.
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wanywhere

Is Your Remote Work Secure Enough? A Security Checklist for BPO Operations

Jan 27, 2026 By wAnywhere In wAnywhere
Loved our blogs? Find more wAnywhere perspectives on productivity and compliance Set as a preferred Google source Table of Contents In Modern BPOs, remote work models are no longer an exception. While this shift in work culture has unlocked cost efficiency and scalability, it has also redefined the risk parameter across organizations. Challenges that were once confined only to physical offices have now extended to home environments, third-party platforms, cloud systems, and geographically dispersed teams.
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miro

New templates in Miroverse: November and December 2025

Jan 27, 2026 By Emilia Jankowska-Zimolag In Miro
It’s time for the 2025 Miroverse wrap-up! Thank you for making last year truly amazing, with nearly 2,000 new expert frameworks designed to get great things done and 1,000 new Creators joining our vibrant community! We’re also proud to have launched 430 new templates in November and December, capping off an extraordinary year on a fantastic note! Thinking about publishing your first template? Submit today to share your frameworks with over 100M users around the world.
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WFM Forecast Scenarios (EAP): Test, activate multiple forecasts for smarter staffing | What's New

Jan 27, 2026 By Zendesk In Zendesk
Planning staffing around campaigns, holidays, or unexpected volume shifts is hard with a single forecast. WFM Forecast Scenarios let you create and compare multiple forecasts for each workstream. Adjust algorithms, historical data, and volume assumptions to test different scenarios—then activate the one that best fits your staffing needs without disrupting existing forecasts. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.
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