One of the most important factors of customer satisfaction is the quality of the interaction between service desk agents and users. At InvGate, we know this is key, and we’re developing new AI-powered response suggestions to empower agents’ capabilities further. Users expect empathic-written responses that solve their requests in the shortest period. Meanwhile, agents are required to solve hundreds of tickets every day, following defined best practices and according to SLAs.

The concepts of employee experience (EX) and employee engagement (EE) are closely related. They have a mutually beneficial relationship when framed appropriately.

Let’s face it: Zendesk is great. It’s one of the most popular helpdesk tools out there. But, it also has its shortcomings, and there are numerous competitors on the market. A portion of these Zendesk alternatives are open source solutions. The unique advantages of open source software play well into the customer service space, and they are here to stay. After all, open source solutions are no longer reserved for small businesses and teams.

Cassie Holmes is having what you might call a moment. The UCLA management professor and author of Happier Hour: How To Beat Distraction, Expand Your Time and Focus on What Matters Most has been landing accolades across the spectrum of leadership, lifestyle, and self-help since the book came out in late 2022. By the end of the year, Happier Hour had proven to be a hit. Amazon, Time, the Financial Times, and The Washington Post put Happier Hour on their best-of lists.

A recent survey from the Project Management Institute reveals that the top factors for success are organizational agility (35%) and choosing the right technology (32%). So, what does this translate to for busy agencies? Delivering projects successfully comes down to great project planning and management strategies — plus work management tools that help your teams get the job done. And yet, surprisingly, this is something that many agencies struggle with.

Good planning tools help you make smart decisions and set your project up for success right from the get-go. So this month we’re all about making Scoro’s Planner even more powerful! On top of that, we’ve further improved some filtering, exporting and calendar sync options in Scoro.

A guide to the future of remote work and how it relates to your company.

Do you ever feel like there is never enough time in the day to get everything done? Time blocking might just be the answer. Time blocking is a powerful tool that can help project managers make the most of their time and increase productivity. By breaking down tasks into smaller chunks and scheduling them accordingly, project managers can maximize their efficiency and ensure that all tasks are completed on time. This guide will explain what time blocking is and how it can boost productivity.