Teams | Collaboration | Customer Service | Project Management

Objectives and Key Results or OKRs are a popular goal management framework that helps organizations achieve goals by building specific and measurable actions as well as communicating and monitoring progress toward them. Used effectively, an OKR framework can support increased transparency, better decision making, and better engagement with strategy by organizing colleagues and the work they do around achieving a common set of objectives.

Over the past decade, global spending on digital transformation has steadily increased. With the global pandemic and the subsequent shift to remote work and focus on online business, organizations have realized the importance of going digital and presenting a digital interface for both employees and clients. In fact, the total global spending on digital transformation is projected to reach 1.8 trillion US dollars in 2022 and 2.8 trillion USD by 2025.

Along with the Knowledgebase and Messenger, the Tickets and Tasks portals are available as new mobile-friendly web applications. The standard Customer Portal is also still available. These new Ticket/Task Portals allow customers to view, update, discuss, and log timesheets on submitted tickets/tasks. On desktop/laptops the Tickets/Tasks Portal are also available on the widget or can be accessed via a link like other customer applications.

Helpdesk support software is used by organizations of all sizes to effectively manage support requests from customers. When support teams have access to the right tools, they can elevate customer experiences and inspire retention. Investing in robust helpdesk support software is a no-brainer for your organization. ‍ The question is, what are the best practices for implementing helpdesk support software? Typically, support teams already have firmly established workflows and processes in place.

In the world of IT, it’s common to see the terms CRM and ITSM being thrown around without much explanation of what they are and what they achieve in the grand scheme of things. The truth is that these tools are integral to any company’s success and learning to identify what they are —and most importantly how they work, should clear up any doubts when trying to implement them in day-to-day IT operations.

Companies that excel at customer experience have been shown to drive revenues 4-8% higher than their competitors. This increase can be attributed to a variety of benefits that arise from improving CX. First, a great customer experience leads to higher loyalty rates. Second, 86% of buyers are willing to pay more for a great customer experience, according to research from PWC. Additionally, people who enjoy their customer care typically tell others about it.

For many managers, there are two questions on permanent loop within their work: 1. Am I doing enough? 2. How do we make things quicker? When it comes to the first question, it is often a struggle to know when to let go. As a manager's role and responsibilities grow, and as their teams reach new levels of maturity, there is a need to shift focus towards the most important processes, while letting their team take responsibility of some others.

IT service management (ITSM) is big business. There are so many tools, vendors, and resellers out there, so how do you choose? If you work in a service desk or ITSM environment, the ITSM tool will be one of your most important spends. The right tool can help customer engagement, improve processes, and support effective incident resolution. As IT continues to recover and evolve in this new, post pandemic reality, “the best ITSM vendor” will mean different things to different people.

It is crucial to have the proper tools in place to provide excellent customer service. Call Center Quality Assurance Software is one of those tools. This type of software helps businesses evaluate the performance of their customer service operations, in-house or outsourcing to call center companies. Call centers and customer service teams rely on quality assurance (QA) processes and procedures to improve customer satisfaction and employee engagement.

As almost every industry enters the third year of grappling with the pandemic’s effects, companies are constantly in search of methods to support growth and demand. But often, growing rapidly comes at a cost. As does standing still. Companies that are spread thin, understaffed or under-resourced are at risk of not remaining competitive or providing customer experiences that are lacklustre.