Teams | Collaboration | Customer Service | Project Management

The principles of Agile project management took root in the software development and engineering fields. There are many different methodologies (such as Scrum or Kanban) on how to implement these processes, but agile does not have to be complicated and can be applied to any field (but maybe shouldn’t be). This article aims to take you a few steps beyond the simple principles of Agile, with actionable information, while avoiding the dogma of any particular methodology.

Artificial Intelligence refers to the simulation of human intelligence processes by machines, computer systems to be precise. These processes primarily include learning, reasoning, and self-correction. Machine learning is a term that is synonymous with AI. As the name suggests, machine learning refers to empowering machines to learn by themselves using the data provided and predict the best possible outcome of a complex problem.

The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…

In OneDesk, dashboards are a type of ‘view’ which are displayed in the left panel and show you some useful charts and statistics about your data. You can create and save your own dashboard-views, just like you can create tree-views, card-views, gantt-views, etc.

Customer service is what truly makes or breaks your business. Every interaction your support team has with end-users is essential in shaping their perception of what your brand represents. Customers, at each stage of their journey, expect a good standard of service and will not appreciate slow, unprofessional answers. In fact, we found out that 56% of consumers globally have stopped doing business with a brand due to a single bad service experience in the last 12 months.

OneDesk ships with some pre-set report templates included. These let you quickly generate reports on tickets, tasks, projects, timesheets, and invoices with just a few clicks. However OneDesk also includes powerful tools to let you create your own report templates, schedule them so that they run without your interaction, and can be automatically emailed out to you, your team, or your management.

In the last decade, automation has brought about considerable changes in simple and complex processes for quicker output. In the call center industry, programmed automation has enhanced customer experience and made a significant impact on support efficiency. With artificial intelligence being at the forefront of change, there is apprehension over whether AI will take over end-user support completely.