Even a fantastic customer service team can be plagued by poor ticket deflection and routing. Your stellar agents may be equipped to answer many customer questions, but if they need to sift through dozens of issues that range from simple inquiries to complex matters, then they aren’t maximizing the ways in which they can help customers. This is where ticket deflection and routing comes in: to maximize the time and effort of your customer service agents.

Whether you call it program increment (PI) planning, quarterly planning for product teams, or even big room planning, the reality is the same: These sessions are complex undertakings, even more so in our current hybrid reality. Every 8-12 weeks, dozens, hundreds, or — in some cases — thousands of product team members meet to to align on a shared vision, pinpoint cross-team dependencies, discuss features, and, ultimately, plan their product roadmap.

Do you know employing an effective workforce optimization (WFO) strategy saved some large and small companies from sinking, enhancing their work productivity?

Organizational tools have become essential tools for all types of industries. They are capacitated to become your virtual assistant and sort all the tasks ranging from trivial to critical. The accentuating fact is the quality of your employed organizational tool will determine the efficiency of your organization.

We are excited to introduce Guard Rails, now in open beta for Courier, a feature that allows you to set upper limits on the number of messages sent per time period. Courier business plan customers can configure these limits globally, or per user, or per user per subscription topic. Exclusions for certain subscription topics can also be set up, ensuring essential messages are always delivered.

Creativity can be scary. Team members worry about being judged for an idea that is too out there, or they might be nervous about trying and failing. This temptation to stick with tried-and-true approaches is kryptonite for creative thinking — and it’s not just in your head. In fact, 85% of CEOs believe fear stands in the way of their company’s ability to innovate. But why?

How Cisco, Reddit, YuLife, and TheSoul Publishing make room for productivity.

One could say that not much good comes out of a global pandemic, but one thing COVID-19 did for us, because there were absolutely no other options, was clearly show the way to a virtual workplace future. For many people, the home office was here to stay.

Digital communication today has evolved to connect people from across the globe with each other in an instant. One of the most popular ways to communicate digitally is via real-time chat. This efficient mode of communication is used for personal communication, but also for business one. Organizations use real-time chat solutions to connect their distributed teams and to assist their customers.

Empathy is tricky. In recent years, it’s become a sniffed-at, laughed-at, or memed trait. Still, leaders who do the work appear to hit their goals and see a boon in productivity, one of the most tangible business metrics.

As digital transformation revolutionizes the business world, employee communication apps have become a game-changing tool for organizations. These apps have become increasingly popular across industries by facilitating seamless internal communication and enhancing the employee experience.

Now anyone can create, organise and share essential information – all in Slack.

Chat rooms offer a more flexible way of communication wherein people can easily use any device to communicate on a single platform. People have enjoyed connecting with others online for various purposes for many years now through some of the best online chat rooms available at present. Additionally, with technological advancements, these chat rooms have become better and better over time.

The shift towards remote work has emphasized the need for transparent processes, clear communication, and thorough documentation. This has led companies to re-evaluate their onboarding programs—to ensure they convey a genuine portrayal of company culture and build trust with new hires.

This year, organizations will spend trillions of dollars to bring innovative products to market. However, most leaders are dissatisfied with current ways of working and their company’s ability to support such innovation. Adopting tools that help teams align against strategy, deliver on customer needs, and engage workers will be critical to competing in the modern market.

Collaboration can drive stellar results. Here’s how to operationalize trust to make collaboration consistently successful—now and in the years ahead—even as the macroeconomic climate changes.

According to the Anatomy of Work Global Index, 79% of workers at collaborative organizations feel well-prepared to respond to challenges—four times higher than weak collaborators.

Small updates, big impact — that’s April’s new feature round-up in a nutshell. We hope they’ll make your Miro workflows that much more seamless, especially if your job is to build new products and you’re looking to collaborate, run sprints, or ship a feature much faster. Read on to see how you can integrate Miro’s newest features, from Private Mode to Card Panels, into your workflow.

We added the ability to customize the message icon for inbox messages. That means you can set a different icon for each type of notification that you send. To do this, Message Icons needs to be enabled in your brand’s in-app settings (they should be by default). Then you can add an icon to your notification template.

Times of crisis can trigger innovation—if leaders can guide the perception of a crisis, and if leaders understand how each team member responds to them. Study Abstract — Although a crisis provides room for creativity, organizations often suffer from creativity deficits in such a situation. Indeed, threat-rigidity theory suggests that an employee-experienced crisis may hinder employee creativity.

Whether your distributed workforce engages in real-time or asynchronous work—or both—research points to three systems that support it all. Study abstract: Collaboration is critical to organizations and difficult when work is distributed. Prior research has indicated that when individuals are distributed, organizations respond by structuring their work to decrease reciprocal interdependence, reduce the complexity of tasks that individuals perform, or accept moderate inefficiencies.

What is an intranet? It’s a powerful tool used within organizations to facilitate, support and improve internal communication and collaboration. But it goes well beyond that, and you’ll want to take inventory of your intranet’s capabilties to ensure its offering everything it can be!

Valued, trusted, supported, safe, and satisfied: This is the mental state of an engaged employee. But employees will not find these feelings themselves. Our list of employee engagement focus areas will help!

Imagine this scenario: you are about to present to a group of people you've never met before. As you take the stage, all eyes are on you, and you feel a wave of nervousness wash over you. The first thing you need to do is introduce yourself, but how do you do it in a way that captures their attention and leaves a lasting impression? Introducing yourself during a presentation can be daunting, especially if you're not used to speaking in front of a large audience.

Mattermost Boards is an easy-to-use and lightweight tool to manage your backlog, plan your sprints, and so much more! Create fully customizable boards to track tasks and bugs. Boards are updated instantly as soon as any changes are made, so your teams can stay in sync with a single source of truth. For teams looking for a lightweight open source alternative to Jira, Azure DevOps, or Asana to manage Agile workflows, Boards is a great choice.

HP Inc. (formerly Hewlett-Packard) provides products and services across a range of sectors worldwide. With over 80 years in the industry, HP inspires meaningful progress in climate action, human rights, and digital equity through its portfolio of personal systems, printers, and 3D printing solutions. HP continues to innovate and adapt its products to the changing work climate through sustainable tech and software to support hybrid work.

Most of us have a little bit of Etsy in our lives, and some a lot more than others. Who hasn’t spent a rainy afternoon on a laptop doing a deep dive into stained glass suncatchers, Chinese wallpaper, or antique custard dishes? Etsy’s an excellent platform to buy and sell stuff, but what makes it great?

As of this 2019 GP Bullhound report, Slack was one of the fastest-growing software-as-a-service (SaaS) companies in history, reaching an annual average recurring revenue of $400 million in less than five years. Then the pandemic hit, and with that — well, you’ve probably seen the memes. Slack went from one of the leading business collaboration tools to a household name that remote workers everywhere rely on to stay connected to their teams.

Imagine building a house with a fully remote team. It may seem impossible, but it’s not — as long as you have the right tools. The same goes for the app development process. And at Intch, we believe Miro is the essential piece that brings us all together to develop our AI-powered business networking app. Building our product is a cross-functional process that involves a diverse, globally-distributed team.

As a UK-headquartered company, we’re perhaps the most concerned of all the companies signing the open letter that urges the UK government to radically rethink the Online Safety Bill. As currently drafted the Bill forces messaging services to break their end-to-end encryption by implementing third party scanning of decrypted content, completely undermining the security that end-to-end encryption offers.

HERE AT MIRO, WE ARE BUILDING the #1 visual collaboration platform to help you with any visualization task. One of the most effective ways to structure thoughts and organize the flow of ideas is to map them on a canvas. Thanks to recent updates, Miro now supports not only diagram mapping, but also automated mind map creation. Let’s have a look at some popular use cases and types of mind mapping that you can use to structure ideas with your distributed team.

All apps need a solid, automated notifications system. Whether it’s reminders, updates, or alerts, some notifications can be urgent and time-sensitive, in which case SMS is the most effective communication channel. Let’s take a moment to talk about what that means for you as a developer. You need to: Realistically, building this feature from scratch can be time-consuming and complicated.

As the April 15 tax deadline is fast approaching, what better time to help companies identify a quick and easy route to auditing their internal communications? Here’s how and why to do this without delay—and repeat regularly.

The ability to unify all notification metrics and logs across channels and providers into an easy-to-use dashboard is a core advantage of Courier’s notification infrastructure. However, with product notifications so critical to the entire application experience, it’s important to connect that data back to central cloud observability platforms that look across the entire stack.

In this digital era, undoubtedly, it is safe and secure to employ self-hosted or on-premise B2B applications instead of depending on SaaS applications. Since the former gives complete security to your data without relying on a third party, whereas the latter may be secure but less effective and efficient than on-premise applications. You may think that most businesses depend heavily on SaaS applications.

When you give something a name, you make it real in a new way. Knowledge workers are seeing this firsthand with asynchronous work (or “async”), which is when team members work on the same project or problem but at different times instead of synchronously. Suddenly, the term is everywhere — but asynchronous work is more than a buzzword. Not just a by-product of the shift to remote or hybrid, it’s about strategically making new ways of working work.

A reliable communication platform is imperative for businesses to communicate with customers and colleagues. Chat applications are becoming popular as they make collaboration easier and faster. Open-source chat APIs are a great way to integrate chat abilities into an existing application or deploy them stand-alone for live stream chat. In this blog, we have curated the best open-source chat API solutions for instant messaging and the benefits you can leverage from each.

Employee engagement impacts every part of a company. Engaged employees are invested in the company's success and are exceptionally productive, making objectives easier to accomplish. Employee engagement also enhances organizational culture and reduces staff turnover so leaders can focus on other growth areas.

Ah, the “non-routine problem.” It’s arguably the single biggest type of problem one can run into at work. New research points to a solution. Research Summary — Solving non-routine problems—problems for which current organizational, recurrent action patterns do not offer a predetermined, effective solution—can be an important source of value creation.

Whether you’re stranded on Mars or working in an office, science will be one of the last human activities that artificial intelligence replaces.

Teams can avoid getting bogged-down—if they create a culture of co-creation and practice decision hygiene for effective execution.

Sixty percent of product managers (PMs) say that they want to learn more about how to build a product strategy, according to a 2022 Product Management Festival report. This is not surprising since a PM can drive more impact in their organization by being a strategic thinker. In fact, research by the Management Research Group suggests that behaviors associated with strategic thinking skills are: Product strategy is like a story a PM tells themselves, their team, and their stakeholders.

Traditional intranets, which were little more than content repositories, are dead. Modern companies need an equally modern intranet that provides flexible options capable of engaging an increasingly hybrid workforce. But should you build or buy this technologically sophisticated center of operations? We have tips and criteria that will help you decide!

Technological advancement has revolutionized patient chat in recent years. Healthcare is not only a matter of proper medical advice these days. Patients want better service from their healthcare providers and solid medical guidance. This is why, presently, the industry is prioritizing fast, secure, and reliable digital healthcare communication to provide customer satisfaction to patients who want instant updates via patient messaging.

Frontline employee recruitment and retention is a big worry these days, and world health worker week shines a spotlight on some of these concerns.

Craft.io is continually adding more workflow capabilities to our end-to-end product management platform. Recently, for example, we announced Craft.io integrations for design tools Figma, Adobe XD, and InVision. And now, you’ll find even more visual collaboration tools integrated into your Craft.io workspace — specifically Miro and the wireframing and prototyping app Axure.

Out of Band communications is for classified discussion, business continuity and incident response. It should be used within the most security-conscious parts of the organization; from senior executive discussion to cybersecurity teams. The phrase refers to communicating outside of the usual communication system, such as a reserved channel or network.

Facial Recognition Apps are slowly becoming the prevalent and essential biometric attendance method for corporate to small companies, thanks to their accuracy and highly regulated verification methods. Do you know that, four days after a new facial recognition system was tested, the Indian Police in New Delhi was able to locate up to 3,000 missing children? This modern facial recognition technology can only go so far regarding prowess.

Greenhouse does things differently. It’s a people-first, SaaS company that thrives on entrepreneurial energy. Greenhouse helps companies dream bigger, think bolder, and offers an unbiased system for hiring people to manage whatever is coming next.

We are thrilled to announce the release of our first client-side SDK for Courier, written for JavaScript. This new addition expands our existing SDK offerings, which include Java, Python, Node, Go, Ruby, and PHP, and makes it even easier for developers to integrate Courier into their projects.

You’ve got a fresh cup of coffee on your desk, and you’re ready to dig into some focused work time. But before you can kick things off, you get a ping on your desktop. Then that little red number on your Mattermost desktop app crawls up and up and up. A question to answer on one thread, responses to read on another, a video to watch somewhere else… Before you know it, your coffee is cold, and you haven’t even started on the project you intended to work on.

Gathering diverse, international shareholders to meet traditionally involves travel time and a physical venue. The pandemic caused disruptions such as social distancing and travel restrictions that made it nearly impossible to run in-person AGMs. Many companies switched to virtual shareholder meetings in 2020 and 2021. The emergence of virtual AGMs, however, came with new meeting requirements that also changed the way companies engage with shareholders.

The word “workshop” sparks visions of creativity, collaboration, and energy — people rolling up their sleeves to build something great together. In contrast, “presentation” has completely different connotations, triggering groans and eyerolls as people imagine tired slide decks and endless droning.

Let’s deploy Rocket.Chat 6. In 5 minutes. Production Ready. Here's how.