Since debuting in 2017, Microsoft Teams has taken the lead as a collaborative work platform for professionals. It covers a wide array of industries and occupations, with over 270 million active daily users as of 2022. Aside from its function as an easy-to-use communications platform, one of the most notable features driving its success is the option to share and edit files quickly and easily.
Managing and maintaining a complex IT infrastructure throughout an organization is no small feat. If this is your case, implementing a CMDB (Configuration Management Database) to support your IT Asset Management strategy will make a big difference. In a nutshell, a CMDB is at the core of the ITIL Configuration Management process since it enables you to capture a larger number of Configuration Items (CIs), their interdependencies, and any possible changes they might face.
As a call center manager, you’re constantly trying to strike a balance between scheduling enough agents to handle calls and keeping your staffing budget as tight as possible. To hit your call center KPIs (key performance indicators) reliably, getting this balance right is essential. However, you’re wasting time and money if you’re not using a proven forecasting method or still scheduling with spreadsheets (or pencil and paper).
Project scheduling is a tricky task across industries. From product design to customer support, operational bottlenecks are inevitable. However, this becomes detrimental with inefficient task delegation, overwhelming your team. A burnt-out workforce reduces productivity, resulting in failed or sub-par project delivery. While some employees are overworked, others don’t have enough duties.
Providing a superior customer experience is more important than ever for high-performing call centers. Customer-focused companies are 60% more profitable, and happy customers pay up to 10% more for great service. However, creating a better customer experience can be difficult when you lack the right tools. That’s why having a call center agent performance scorecard helps you efficiently measure your team’s work and take essential steps to improve.
