Teams | Collaboration | Customer Service | Project Management

SaaS is a sparkle in the technology world today, and a host of companies including Freshworks is riding the wave. While it is given that we’re being aided by a technological shift, it’s no mean feat to remain on the cusp of the wave—to maintain the trajectory and keep hitting milestones charted out many moons ago. Among the factors that have helped us in this journey, one of the significant contributors is what we’ve built with our people: our culture.

Attendance and schedule adherence has always been an essential part of any high-functioning call center. In order to successfully handle incoming call volume and cater to client needs, agents must be present and ready to answer the phone. But that’s easier said than done. Managing attendance in a call center comes with some inherent challenges.

Not all goals are revenue-focused when you’re in the business of fulfilling customer expectations. Yes, revenue is important, but how you build it depends on your values. When you listen and engage with your customers, you create a sense of trust and belonging with your brand. In turn, a strong connection means increased loyalty, and loyal customers bring in more business. Online communities are the perfect place to nurture these relationships.

Want a business timesheet for call center? Business timesheets help with call center employee scheduling, productivity tracking, payroll processing, and more. However, using manual timesheets can be tedious and error-prone. That’s why using an accurate timesheet tool is a better option. But with hundreds of tools available, which one should you choose?

Companies have put customer service at the top of their priority lists for 2021, and with good reason. 77% of customers say they're more loyal to businesses that offer top-notch service. But what does great customer service look like these days? Have customer expectations changed?

Workflow efficiency has never been more important. As the COVID-19 pandemic tightens purse strings across the globe, organizations of all sizes are looking to get more done with less. Workflows are a vital asset to any organization. It has been found that approximately three hours of every eight-hour workday is wasted on irrelevant or personal tasks.

Have you ever interacted with a customer service rep at a Home Depot store? Or with a customer support agent online at Zappos? If you have, then you most probably fondly recall how the rep helped you find a product or solution that perfectly matched your needs. These employees create memorable experiences by putting in dedication and effort to meet all your requirements. And they do this for every customer they interact with.

The purpose of Customer Relationship Management (CRM) is to improve your relationships with clients and acquire new customers faster. While CRM software is essential for managing sales leads, you also need a good CRM strategy as a foundation for your efforts. We talked to Freshworks salesperson Stephanie Taiwo, as Head of UKI Business Development, to get her seven top tips for managing leads and driving conversions.

In the past, virtual events were an exclusive or niche occurrence, hosted by organizations with the resources and the tech to coordinate them well. Today, digital events have become more normal than convening physically. For over a year now, the coronavirus pandemic has completely shifted the events landscape, and companies have had to get creative about making virtual events worthwhile and engaging for their customers.

Looking for an effective call center attendance policy? Excessive absenteeism, tardiness, and other attendance issues are difficult to manage in a call center. These problems negatively impact agent productivity, team output, customer experience, and business growth. Fortunately, you can bring these problems under control by setting up an excellent attendance policy. In this article, we’ll discuss how to create a call center attendance policy to prevent absenteeism and tardiness.