Teams | Collaboration | Customer Service | Project Management

geckoboard

Zendesk Analytics: Five Custom Talk Metrics That Give You the Numbers You Really Need

Oct 2, 2026 By Jude Kriwald In Geckoboard
Go beyond Zendesk Talk’s default reporting with five custom metrics (and one essential attribute) that reveal what’s really happening on your voice channel. Zendesk Voice (previously Talk) comes with a range of built-in reports, but most teams quickly find they need more flexibility as they try to drill into what’s really going on. The default metrics are often too broad to give real insight into what is happening in any meaningful way that can be actioned.
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geckoboard

Zendesk Analytics: How to Combine Multiple Attributes into a Single Reporting Field

Oct 2, 2026 By Jude Kriwald In Geckoboard
Learn how to merge conditional ticket fields into one Explore attribute so you can report on every contact reason in a single view. Zendesk Analytics (formerly Explore) is powerful, but one area where it falls short is in handling conditional ticket fields with any ease. Many teams use these fields to capture detailed contact reasons under different parent categories.
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Is SaaS dead? Zendesk CEO Tom Eggemeier on AI Agents, Outcome-Based Pricing, and more | Human[X]

Oct 2, 2026 By Zendesk In Zendesk
Is the SaaS apocalypse real, or is software just evolving? In this Human interview, Zendesk CEO Tom Eggemeier discusses how artificial intelligence is transforming customer service, software pricing, and the tech landscape. Tom shares why he believes traditional seat-based pricing is officially dead, how Zendesk is shifting toward outcome-based models and automated resolutions, and what it takes for software companies to survive the AI transition over the next few years.
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luware

Extend vs Unify: Microsoft Teams Contact Center Integration Without Choosing Sides

Oct 2, 2026 By Markus Weisbrod In Luware
Microsoft Teams contact center integrations follow one of three models: Connect, Extend, or Unify. Extend builds the contact center into the Teams client. Unify runs Teams Phone calls in other applications, such as customer relationship management (CRM) software. You don't have to pick one: on a platform certified for both, each team works in the model that suits it.
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monitask

Small Business Time Tracking

Oct 2, 2026 By Augusto Diaz In Monitask
Most guides to small business time tracking are lists of eight or ten tools. This one is not, because the tool matters less than two things nobody explains before selling you one. Record-keeping obligations do not scale with headcount. A business with three employees faces the same FLSA requirements as one with three hundred: hours worked each day, total hours each workweek, the day the workweek begins, kept for the required period. There is no small-business exemption. The economics are lopsided.
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miro

The smallest team that can actually do the work

Oct 2, 2026 By The Miro Team In Miro
Josh Guice, Field CTO at Liatrio, says he can usually tell within the first few conversations whether a client’s AI rollout is actually working. Two or three people are quietly doing something impressive with it. Everyone else is stuck, spending more time wrestling with the tools than they used to spend on the work those tools were supposed to replace. He compares it to dropping a new graphics card into an old motherboard. The card itself is fine.
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Luware Introduces NimbusOne Client Following Microsoft Unify Certification

Luware Introduces NimbusOne Client Following Microsoft Unify Certification

Oct 1, 2026 By Luware In Luware
Luware Nimbus is Luware's cloud contact center platform for Microsoft Teams. Its new Luware NimbusOne client lets agents work directly in their CRM or in a customizable agent desktop. Microsoft has certified Luware Nimbus for Unify, the integration model behind the new client. Luware is one of 10 organizations worldwide with this certification. Real-time AI transcribes and summarizes calls as they happen, so notes are ready when the call ends.
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Claude + Miro MCP in Action: AI-Run Strategy Workshops

Oct 1, 2026 By Miro In Miro
David Balkind runs strategy workshops without booking a room full of people. As a Specialist Innovation Advisor, David built what he calls a Strategy Café Engine — a setup where Claude, connected directly to his Miro board through MCP, runs full multi-session strategy workshops. Claude plays the facilitator (David calls it MOIRA), works through a structured innovation canvas box by box, and models different stakeholder perspectives — founder, funder, customer — to pressure-test the strategy from every angle. David checks in at key checkpoints while the canvas builds itself live on the board.
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