Teams | Collaboration | Customer Service | Project Management

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers? Self-service provides customers the opportunity to solve a question on their own without directly involving your customer support team or help desk ticketing software.

Like any manager, you’ll know that creating a remote team workflow can go a long way in determining the effectiveness of your team and the projects they take on. If a remote team workflow is too lax and vaguely defined, projects will fall behind schedule, and success will be hard to measure. If it’s too strict and rigid, it can make workers inflexible and create rifts between teams and their managers.

The struggle of creating high-quality content is real. Leading content needs merging various ideas from many brains on content creation, evaluation, and delivery. Even if you are a content trooper, you need a clear approach to connect with other team members, document their activities, and offer a home for all the information they generate. This is where content collaboration, or the concept of handling all aspects of content creation and diffusion in one place, is helpful.

The great work from home experiment is over in the eyes of many company executives, leading to aggressive tactics to lure employees back to the office. This guide shows why they’re not working, and what you should do instead.

Call auditing involves evaluating and reviewing your contact or call center’s performance to ensure maximum efficiency and team productivity. An effective call audit process can help you identify opportunities, strengths, and weaknesses by determining if the operation meets specific, measurable performance criteria. Ultimately, a successful call audit will provide insights into precisely what is happening in the contact center. You can then utilize the data collected to make improvements.

Online Chat Tool remains critical for most businesses that want to leave an impact through their digital marketing. After all, your employees need an easy way to communicate with customers and help them out, so they should try live chat software. However, you may wonder if your business needs to utilize online chat software. If you don’t know how your business could use live chat tools, consider these points to see if your business needs them.

Whether we like it or not, a recession is brewing. You may wish you could bury your head in the sand and wait for it to pass, but the best thing you can do as an agency owner is to take deliberate action and create a plan to protect your business now. This way even if you can’t completely shelter your agency from the impact of a recession, you can stay profitable and avoid a total wipe-out.