Don’t let your workforce’s productivity suffer in times of disruption; use these tips and tools to overcome adversity!

If you’re in customer service, you’re likely to run into angry/frustrated customers who are facing a difficult time with your product or service. In these situations, you should know how to apologize to a customer properly. From the tone of your apology to how you write an apology statement, it shows the customer that you genuinely understand their position and are actively working towards fixing their issue.

The emergence of hybrid as the default way of working within the corporate world is one of the most important and long-lasting changes driven by the COVID-19 pandemic. In theory, at least, it’s a welcome change for employees, who have expressed a preference for hybrid models. Chief among the reasons employees give for this preference is the ability to balance the convenience of remote work with the collaborative, social, and cultural benefits of working in person.

With tech giants such as Amazon and Meta slashing thousands of employees, Google employees say there’s growing anxiety internally that layoffs may come shortly. On the other hand, many small and large organisations have predicted a future recession. Maybe they’re correct, as the dark clouds don't seem very far. The year has been tough for the tech sector in both the U.S. and India. According to the data compiled by layoffs.fyi.

Delivering an outstanding customer experience (CX) has never been more important. In fact, according to the findings of the Zendesk CX Accelerator 2022 report, customers are even less patient now than they were a year ago when it comes to the quality of the interactions they have with companies. Failure to meet their expectations can also carry a heavy cost, pushing customers towards competitors, denting revenue growth, and reducing net promoter scores.

The importance of containing costs and staying within budget cannot be overstated in today's tight business landscape. Now consider that just 43% of organizations report “mostly or always” completing projects on budget. That means a whopping 57% of organizations routinely come in over budget on projects. If your business is part of that percentage, then you know that it can wreak havoc on your company's financial health. Enter cost tracking.

It might have been a while since you last wrote a letter to Father Christmas, perhaps asking for the toys you saw (and then wanted) in shop windows or TV adverts. It was a great part of the whole Christmas experience as a kid, and hopefully, you weren’t too disappointed come Christmas Day. But, if given a chance to write an IT service management (ITSM)-related letter, what would your IT service desk agents ask Father Christmas for this Christmas?