Teams | Collaboration | Customer Service | Project Management

June 2021

Featured Post

6 Ways to Support a Remote DevOps Team

Remote working is here to stay, so it's vital that businesses understand how to get the best out of their staff. For some roles, working remotely is easier than others - DevOps employees, for example, can face challenges if they're not fully supported within the organisation. In a distributed workforce, there's a higher risk of security issues and application problems, so it's crucial that organisations support them to keep the organisation running smoothly. Here are 6 ways to do just that.

Top 10 Customer Service Technology Trends to Follow in 2021 [Infographic]

In the year 2021, customer service is facing some newer trends. The customer support agents replaced the older contact system with live chat, SMS, and social media through which you can easily connect with the support agents. Video chat is another such popular trend through which you can resolve your customer queries and guide them in real-time by providing accurate information about the services.

The three elements of a security-first architecture

The upheaval of this past year has revealed how vulnerable global systems are to cybercriminals and bad actors. Cyberattacks have surged, with a reported 400% increase in attacks since the pandemic, and a 278% increase in leaked U.S. government records. However, cyberattacks didn’t just increase in terms of volume, they also grew in scale, potency and wide impact, particularly in the public sector.

How sophisticated is employee monitoring at technology companies?

Be it convenience or the pandemic; remote working has become a prevalent part of technology companies. Most organizations consider remote working to be new, practical, and budget-friendly. However, companies often wonder if it’s sophisticated to monitor their employees for work efficiency. If yes, then how? Today, we will cover the same topic through our article.

How Small Businesses Use Employee Monitoring to Build Trust with Remote Teams and Boost Performance

When you think of employee monitoring, your brain may initially jump to large, controlling corporations patrolling their thousands of workers. In reality, this idea is simply a myth, as small businesses can use employee monitoring to build trust amongst their remote teams, boost productivity, increase operational efficiency and benefit employees in multiple ways.

An Internal HelpDesk switches to OneDesk from Freshdesk

In comparing different helpdesk tools and software, there are a number of similarities that start to surface. For one, the concept of a ticketing system overwhelmingly serves as the backbone for such tools. Oftentimes, companies that provide this service focus on building out their helpdesk tool to follow the standard flow of work: a request comes in as a ticket, work begins, and then the work is completed.

Tips and Tools to Create Effective Call Center Dashboards

All call centers strive to keep their customers happy and operations profitable. And they do this by tracking relevant call center data like metrics and KPIs (key performance indicator). Call center dashboards are visual reporting tools that use powerful analytics features to help you monitor these key metrics. They help you gain actionable insights to make the right decisions.

Top 11 Call Centers Best Practices You Should Implement Today

The call center industry is highly competitive, with each company striving to keep customers satisfied. To stay ahead of the competition, you need to implement call centers best practices. These practices help you streamline your operations, increase productivity, deliver the best service and customer experience. In this article, we will cover eleven best practices you should implement in your call center today.

15 Key Outbound Call Center Metrics to Track in 2021

Outbound call center managers must ensure that all operations are constantly optimized to run at maximum efficiency. However, to improve something, you need to measure it first. And you can do this by tracking outbound call center metrics and KPIs (Key Performance Indicators). But with hundreds of metrics out there, which ones should you track? In this article, we’ll cover 15 essential metrics that you can track to improve agent efficiency and call center profitability.

Looking forward to the next big Mattermost product milestone: Mattermost v6.0

The Mattermost team is actively working on our next major product release: Mattermost v6.0 is shipping this fall. That’s right around the corner! In advance of the release, we’d like to communicate some specifics on select features being promoted from beta to generally available and upcoming deprecations. We would also like to share a glimpse of what’s coming.