Teams | Collaboration | Customer Service | Project Management

To make sure your call center is running at maximum efficiency, it is important to track key performance indicators (KPIs) and essential call center metrics. By tracking these numbers you can identify areas in need of improvement which will ultimately lead to success for the business as a whole. This article shares some of our favorites among different types of KPIs – but there are many more out there, chose the ones that will fit your business the best.

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There’s a common misconception that most business owners rush to once they realize that staff scheduling software can help them save time and money, improve employee productivity, and hold the entire workforce accountable. Admins and managers seem to think that the most profitable way to go about this is to adopt a free staff scheduling software into their workforce. The logic is that if you can get all those benefits while using free software, you’re going to maximize your profits.

The service desk is one of the most crucial elements of IT service delivery in an organization. If employees or customers face any difficulty, they’re the first point of contact to resolve the issue. An efficient service desk is a must-have for enhanced user experience. But if left unsecured, they can also present the biggest weakness to your organization’s cybersecurity.

As the name suggests, CRM systems manage the relationships that businesses have with customers. From the first touchpoint to the last purchase, a CRM system will monitor, track and analyse each customer’s interaction.

Technology has changed the way we live and work. In just a few years, we’ve seen the rise of mobile devices, cloud computing, and social media, all of which have profoundly impacted the way we communicate and collaborate. And while some jobs have been lost to automation, others have been created in its wake. One of the most significant changes that technology has brought about is the rise of remote work.

Agency life can be incredibly rewarding and fulfilling, but that’s not to say that it doesn’t come with its fair share of challenges (there’s certainly no shortage of those!). From differentiating your agency from the competition to focusing on delivering for your client—rather than reaching for awards—there are a number of challenges many creative agencies face that are true across the board.

Develop explicit remote-work regulations and training in advance; nevertheless, in times of crisis or even other quickly changing conditions, this degree of planning may not be possible. Luckily, there are precise, research-based strategies like how to fill out a w9 that managers have to take to boost the employee engagement and motivation of remote employees without putting in a lot of effort.