It is a testament to the tech and communications industry that our leaders are coming from non-obvious fields. Many of our best and brightest are pivoting their careers into internal comms and communications, bringing an abundance of experience and vast knowledge to better their companies and employees. One of the standouts is Jill Stracko, Director of Global Executive and Internal Comms at Uber.

We’re excited to share our new Spring ‘22 release, Hotaka. This release helps further employee engagement and personalization with a range of new enhancements. Here is a quick overview of this release: With this release, we also previewed some future capabilities that are entering an early adopter phase.

Admittedly, it’s been a minute since I’ve dusted off my crystal ball – closer to the length of a global pandemic. I made some predictions about the future of CX back in 2018, and certainly a lot has changed since then. During the past few months, I’ve been thinking a lot about this quote from futurist Roy Amara: “We tend to overestimate the effect of technology in the short run and underestimate the effect in the long run.”

For business owners, and those in charge of HR, accurate time tracking is crucial for safety, ensuring fair pay, and keeping costs down. But dealing with lost, ripped, crumpled and coffee-stained paper timesheets is not only time consuming, but stressful too. That is why many turn to ClockShark, a mobile app with a GPS function that automatically tracks time and completes employee timesheets. However, ClockShark is not the only time tracking mobile app on the market.

Two of the most critical questions every employer’s faces are: How to make employees more productive without micromanaging or continually offering incentives? Why does the team struggle to meet deadlines? It’s aggravating when your team is perpetually behind schedule, and they never seem to catch up, no matter what you do.

When it comes to customer service metrics and call center KPIs that measure team efficiency, no metric does a better job than average handle time (AHT). A high average handle time signals critical red flags that need to be attended to immediately. This includes warnings about process inefficiencies, the quality of the training you offer, the ease of access to information and resources, and more. So it’s essential to monitor your average handle time, at all times, to make sure it stays low.

A focus on internal communication is important for any organisation if you want it to function effectively. Good internal communication is also integral if you want your employees to consider your company a nice place to spend hours of their day and the work that you do to be worth their blood, sweat and tears. The employees should feel that they can communicate freely with their colleagues as well as the management team of your business.

How would you like to enter your brain’s most productive state?

OneDesk is flexible and customizable helpdesk and project management tool, allowing for custom fields and lifecycle statuses. In this way, OneDesk can be utilized to fit many different teams and workflows. The following article discusses a helpful feature of OneDesk called ‘validation on status change.’ This feature helps your team make less errors when working on tickets or tasks by prompting them to complete actions before changing a lifecycle status.