Teams | Collaboration | Customer Service | Project Management

When it comes to customer service metrics and call center KPIs that measure team efficiency, no metric does a better job than average handle time (AHT). A high average handle time signals critical red flags that need to be attended to immediately. This includes warnings about process inefficiencies, the quality of the training you offer, the ease of access to information and resources, and more. So it’s essential to monitor your average handle time, at all times, to make sure it stays low.

A focus on internal communication is important for any organisation if you want it to function effectively. Good internal communication is also integral if you want your employees to consider your company a nice place to spend hours of their day and the work that you do to be worth their blood, sweat and tears. The employees should feel that they can communicate freely with their colleagues as well as the management team of your business.

How would you like to enter your brain’s most productive state?

OneDesk is flexible and customizable helpdesk and project management tool, allowing for custom fields and lifecycle statuses. In this way, OneDesk can be utilized to fit many different teams and workflows. The following article discusses a helpful feature of OneDesk called ‘validation on status change.’ This feature helps your team make less errors when working on tickets or tasks by prompting them to complete actions before changing a lifecycle status.

Odoo provides integrated functional business apps for the management of business processes. It features numerous resources, including finance, resource, time, project, and work management, to increase efficiency, prevent time wastage, and increase productivity. However, there are several other work management alternatives that may be more suitable depending on specific requirements.

G2, the renowned peer-to-peer business software platform, released its Spring software review and it’s about time we announced the results. Coming in hot with 13 awards across five different categories, G2’s report solidifies Scoro’s reputation as the leading solution for collaborative work management software. More than that, the results highlight just how popular our suite of tools has been in helping businesses streamline their processes and workflows.

Service management needs to change. The philosophies and understanding that gave way to the original concept of ITSM have been overtaken by time and perspective, rendering them outdated and leaving IT managers grasping with how to move forward. Because the various factors of work are constantly shifting (shown most clearly over the course of the last two years, but broadly true of any given period of time in tech), we need to be limber in our ways of thinking of these concepts.

What makes customer support software great? These solutions require more than just dedicated customer support teams – without the necessary features, a ticketing software solution is hampering your efforts. Ticketing software goes far beyond just addressing customer issues, it forms the backbone of customer support operations. So what must-have features make a great customer support ticketing system that ensures success with your customers?

Hacking the Engineering Process is a San Francisco-based meetup, which opens discussion for software engineers and tech enthusiasts to share their thoughts on leading topics, pose thought-provoking questions for each other, and learn more about how various engineering teams measure developer productivity amongst themselves.