Teams | Collaboration | Customer Service | Project Management

As we head into the new year, we want to share some fun facts and highlights from 2022.

Learn tips and tricks to improve your call center attrition rate.

In this era of apparent “overcommunication”, we can miss the essence of effectively transmitting our messages. Is it professional to add emojis? How often should you check-in with remote employees and hourly contractors? And more crucial, what is the best way to do it? As remote work continues to become a more popular working practice, companies have adopted remote work practices with increasing frequency as technology-driven solutions have enabled communication from anywhere.

As a digital agency owner, it's critical to manage your team’s time efficiently, keep clients happy, and monitor your profitability if you want to grow your business into a successful agency. Without scalable processes in place, it’s easy to get lost in the confusing chaos of never-ending email threads, missed deadlines, and breakdowns in communication.

A guide to the hottest outsourcing trends in 2023.

In fact, as we discovered in our Anywhere Work 2023 Employee Experience Survey Report results, 79% of HR executives feel that this “anywhere work” shift has created disconnects on a number of fronts, making internal communications more challenging than it was before. The struggle is rooted in the fact that most organizations are ill-equipped to manage a hybrid workforce.

If you want to build a world-class Customer Service team, you need to be data-driven. Data-driven Customer Support teams have an awareness of their Key Performance Indicators (KPIs) – they understand how these important metrics behave over time. If CSAT drops, or FRT increases, they are the first to realize. They can investigate the underlying causes and respond quickly.

Slack is an amazing tool for staying connected with your team. It allows you to easily communicate with each other, share files, and collaborate on projects. Unfortunately, if you’re a Customer Support team leader, and you want to share your Freshdesk KPIs and reports in Slack, you may have discovered this can be a manual, time-consuming process.

Companies are eager to attract professionals reentering the workforce after a career break – returnships are one way to get there.

Social media projects require more than creating a social media calendar and calling it a day. Your team needs structure and organization to build effective social media strategies and campaigns. Clients need to know what’s happening. Followers wanted their messages responded to yesterday. Thankfully, there are solutions that address these challenges (and more).