The latest News and Information on Collaboration, tools and related technologies.
The new rules for customer service outsourcing in a changing world Customer service teams have seen an unprecedented level of disruption this year. Some have had surges in ticket volume, while others have seen business plummet. Agents have to do more with less, all while they’re adjusting to working from home. Regardless of your specific situation, you may be considering customer service outsourcing as a potential solution.
Efficient and frictionless communication has always been an important concern for our company, Quera. In the past, we have had problems using various communication tools. But after finding Mattermost, we knew it was a perfect fit. Now, we use it extensively as our main team collaboration tool.
Since our product conception, it has undergone a massive evolution. Rocket.Chat went beyond the messaging world, becoming a truly versatile platform able to support the entire customer relationship experience and cross-company communications, considered by Capterra’s users one of the best remote work platforms in 2020. Having evolved into such a comprehensive platform, renewing our brand seemed the next logical step to reflect our values better.
How many of your meetings take place online these days? If you’re like so many of the Miro users we hear from, your answer is probably “all of them.” And, with such a reliance on video calls to stay in touch, you may also find yourself and your teammates struggling with fatigue, dwindling engagement, and a lack of alignment.
Change is certainly tough on any organization — the scope, scale or specific nature of that change doesn’t actually matter. Some changes are major — like with digital transformation initiatives. When an organization decides that they are investing in a new information management system, for example, it can represent a change to the fundamental way people work — a positive change, but one that requires an adjustment, nonetheless.
“Right now, you as leaders have only one option: lead your way out of this challenge.” That’s what Mike Caracalas, leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advised when we sat down with him last Spring. At that time, companies were scrambling to get their employees adapted to the remote work environments. It was new, exciting in both good and challenging ways.
