Teams | Collaboration | Customer Service | Project Management

teamwork

How to reduce cost overruns on projects already in flight

Oct 2, 2026 By Ben Brigden In Teamwork
Most advice on cost overruns is really advice about the next project. Estimate better, add contingency, tighten the SOW. All true, and none of it helps the project that's 40% delivered and 55% spent right now. This guide is about that project. You'll get a weekly check I call the Burn Gap Triage, three moves for closing the gap, and the delivery habits that stop small leaks becoming write-offs.
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teamwork

Project profitability analysis: find out why margin moved

Oct 2, 2026 By Ben Brigden In Teamwork
A project's margin is an output: it's whatever is left once pricing, staffing, hours, scope and billing have all had their say. Project profitability analysis is the work of tracing that number back to the decisions that produced it. In this guide, I'll walk you through the Five-Lever Margin Bridge and a six-step review that prices each cause in dollars. Then we'll test both on a worked example that reconciles exactly.
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CurrentWare

Easy Employee Monitoring for Growing Businesses: Fast Setup & Low-Overhead Analytics

Oct 2, 2026 By Mike Noseworthy In CurrentWare
The fast-growing company does not have a large IT team, resources dedicated to security, or weeks to deploy an enterprise workforce analytics solution. Despite all this, organizations demand intelligence on how their workforce leverages the tools that they employ, where the bottlenecks lie, and how effective they are at safeguarding the organization’s data. That creates a difficult balancing act.
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teamwork

Service business profitability: the five levers that actually move margin

Oct 2, 2026 By Ben Brigden In Teamwork
In a services firm, your people are both the product and the cost, so service business profitability gets decided in five places at once. It's what you charge, what you collect, how much capacity you sell, who does the work and what the firm costs to run. This guide runs all five through one worked model. Then a Lever Sensitivity Test shows which lever to pull first, and it's rarely the one leaders reach for.
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teamwork

How to price professional services projects: the four-gate method

Oct 2, 2026 By Ben Brigden In Teamwork
I have spent enough time in agencies to know how to price professional services projects badly. The reason most projects lose money has little to do with the pricing model on the proposal. It comes down to two things nobody systematises: what the work truly costs to deliver, and what happens to that cost after the client signs. This guide fixes both with a repeatable four-gate method.
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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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