Once again we see bureaucrats with a poor understanding of how modern technology works deny ordinary people their right to privacy, as enshrined in the Universal Declaration of Human Rights (Article 12). This time it’s India, where Element is one of 14 messaging apps blocked by the Central Indian Government which - we believe from media reports - relates to Section 69A of the Information Technology Act, 2000.
Optimizing your help desk and processes is key to maximizing the satisfaction of customers. Help desk management should be a complementary process between your help desk software and your team. On one hand, your help desk should provide you with the optimal features to improve your processes. On the other hand, you should define your workflows and ensure best practices are followed. With that said, here are 10 best practices for managing your help desk and improving your support.
As businesses navigate the evolving work landscape, reintegrating remote employees back into the office presents a unique set of challenges. In this blog post, we'll discuss these challenges and how Insightful's software can provide the necessary support for a smooth transition.
Discover the positive and negative impacts of hybrid work on company culture, and learn how Insightful's software can help businesses navigate this new landscape while maintaining a strong company culture.
At the start of 2023, Sycous’ Support agents had no access to live Zendesk data. Data Analyst, Michael Brooke would spend an hour each day creating reports for the Support Manager, and the agents would only see what was happening at monthly meetings — well past the point where they could affect what was happening. With a spare TV lying around the office, they decided to try a real-time dashboard. Spoiler alert: it was a huge success!
Instant Messaging vs. Email has been at war for many years as communication tools. Since you utilize instant messaging (IM) over emails more often, later is no longer relevant. However, a specific subset of users sees instant messaging as a very bothersome tool. Kindly refer to the below explicit definitions to understand the difference between Email and IM.
Excellent internal communication procedures are frequently associated with increased production, earnings, and employee happiness. Your workers will benefit from your excellent internal communications plan when they entirely comprehend the company's goals, values, and culture. However, internal communication conundrums are commonplace in many businesses. This is a problem as it can disrupt workflows, confound attempts at collaboration and lead to confusion on a company-wide scale.
Budgeting for user experience management solutions has been dynamic recently. When the pandemic hit, corporations freely opened the purse strings to ensure that employees had the tools to work outside the traditional office. The Return on Investment (ROI) for improving the overall Digital Employee Experience (DEX) didn't matter so much. With inflation now the main topic in executive meetings, the strings for DEM/DEX investments have been drawn tighter. Gartner has published a report titled "Market Guide for Digital Experience Monitoring" which states that "enterprises that invest in DEM solutions can expect a 30% reduction in Mean Time to Resolution (MTTR) and a 20% reduction in downtime."
What sets the top-performing organizations apart from the others? Is it their clever strategy, superior products, or better people? While these factors may provide an advantage for a period of time, the sustainability and growth of a competitive advantage requires a more fundamental foundation. This foundation is culture.
