Teams | Collaboration | Customer Service | Project Management

The impacts of COVID-19 changed customer service for good. What started as a global health crisis became the accelerant in our transition to a truly digital-first world. Customers are online more than ever, with customer service taking center stage. Half of customers say customer experience is more important to them now compared to a year ago, according to our research, and 77 percent report being more loyal to a company that offers a positive customer experience if they have an issue.

Recruiting is an expensive and time-consuming process and the search for top talent is more difficult than ever. As such, it should be every company’s priority to retain talent. One way for businesses to do this is by establishing an internal recruitment process. 95% of business leaders agree that it’s challenging to find skilled professionals. On top of that, it takes a lot of time and money to find the right people.

Looking for an effective employee scheduling app? Creating and maintaining staff schedules is critical to boosting the overall performance of your organization. On the other hand, manual scheduling with Excel or using a clunky staff scheduling app can be time-consuming, which affects your productivity. So choosing the right software can make all the difference in making the process simpler.

Being understaffed during rush hour and overstaffed during slower periods may be one of the biggest challenges a business faces. You must ensure that you schedule your employees so that there’s adequate staff during peak periods and that it doesn’t exceed your labor budget. So how do you reach this sweet spot? You can easily achieve this by having your employees work in a split shift.

As a managed service provider (MSP), providing a high quality of service is tantamount to the success of the business. The range of services provided by an MSP includes providing support, maintaining equipment, and improving the operations, all with an eye to anticipating future needs and optimizing cost. The relationship between the service provider and its customers is predicated on a contract wherein the service provider commits to providing a particular level of service for a given price point.

A client onboarding checklist will help to make client onboarding easy for both parties. There is no reason why client and customer onboarding has to be a laborious process. Utilizing the power of workflow automation tools like StartingPoint, you can transform your onboarding process into a streamlined workflow designed to enhance customer experiences. Have you considered enhancing customer experiences with an improved onboarding process?

With nearly all businesses going remote, it’s essential to have a remote work plan in place. An effective plan helps you deal with various aspects of remote work like managing work schedules, communication, and employee engagement. So with several things to cover, how do you create a plan that best suits your organization? In this article, we’ll explore what a remote work plan is and why you need it.

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For busy customer service teams, every minute counts. So being able to save over 240 hours a month would count for a lot. And that’s exactly how much time customer service teams handling 20,000 support requests a month can save by using chatbots, according to Zendesk’s user data.

Over the past decade, all public services have faced digital transformation challenges and developed associated programs. Most of these initiatives have had to be driven by money – the need for efficiency, productivity, and income generation, in response to increased financial pressures and a decade of austerity.