Teams | Collaboration | Customer Service | Project Management

Despite all of the changes to the workplace last year, one thing hasn’t changed—employees are still spending 60% of their time on work about work. These activities, like searching for information or chasing status updates, take time away from meaningful, strategic work that moves your organization forward. In 2018, we introduced Portfolios to help teams reduce work about work and organize their most important strategic initiatives with project portfolio management.

ERP – or enterprise resource planning – is a term thrown around fairly often when discussing the operations of a business. The focus of ERP is to improve efficiency by seeking insight into where resources are allocated and improving how they are being utilized. To develop a full picture of where resourcing is currently, analysis and planning needs to be done across verticals – from finance to human resources, from distribution to procurement.

When it comes to customer service, the most important thing you need to shine is an excellent team. However, a great team won’t just happen in a day. That’s why it’s essential to have dedicated training and onboarding for your customer service team. We’ve put together this article to help you make sure that your customer support staff are all ready for their roles by giving them the training they deserve.

As the world adjusts to the “new reality” of the pandemic, industry leaders look back on what has worked well for them and share advice about what to expect in the future. In case you missed it, here are some highlights from recent interviews with industry leaders, as part of Zendesk’s CX Moments virtual events series.

It's safe to say that the ongoing COVID-19 pandemic has been a challenge for all of us — especially for organizations that were in the process of undergoing their own digital transformations as the lock downs started in March 2020. The need to use technology to support a fast-paced and agile workplace was always paramount — but somehow, it's become even more so in an era where most of your employees are going to be working from home for the foreseeable future.

“Do not do unto others as you would have them do unto you – they might have different tastes.” — George Bernard Shaw When it was time to look back and reflect on my three-month onboarding period at Miro, I was convinced that I’ve never been part of such a collaborative, open team culture. Curiously enough, I’ve never met anyone from my team (or company) in person.

A playbook for delivering the ultimate customer service experiences The customer experience is the new marketing. That’s what Micah Solomon, best-selling author, customer service industry consultant, and Forbes contributor, asked as he opened a recent webinar based on his new book, Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience.

Digitalization has had profound effects on existing employee functions such as assistants or corporate secretaries. Some see emerging technologies brought about by rapid digitalization can potentially render certain roles futile. On the flip side, they also offer a wealth of opportunities to redefine or improve people’s work. Digitalization has triggered the improvement of various processes in business operations. The boards also experienced this improvement as they went digital.