We always have considered leadership and management to be similar things – most people can’t even tell the difference. To them, a leader is a manager, and a manager is a leader hence leadership is management. Practically, we are not far from the truth. Leadership and management are two concepts with quite a range of […]
How Leadership and Management Differ Read More »
If you want to invest in customer support software such as Freshdesk, you may be wondering if the cost of the software will pay off. It can be tricky to calculate the return on investment (ROI) of your new tools. One of the things you need to consider is if it will bring in revenue.
How Help Desk Software Increases Your Customer Support ROI Read More »
For the success of a business, managing the customer relationship is essential. For any company, the client is seen as a potential resource. Therefore, it is essential to stand out from the competition while responding to your client in a timely and effective manner. As a company, we must not forget that the criteria for
The Top 3 CRM Software Packages You Need to Consider if You Want to be Successful Read More »
With regard to real-time communications, there are two aspects that businesses focus on. They would like a system that not only saves them money in the long run but is more efficient than the system they already have in place. This way, they can seamlessly upgrade their system while at the very same time keep
DIDs and SIP Trunking for Dummies Read More »
Managers are often stuck in a very hard place. Organizations depend upon them for their ability to manage the teams, but at the same time, they are often called upon to be the escalation point when a problem inevitably goes sour. This is quite difficult as managing people often means giving up managing technology simply
Management and Technical Problem Solving Read More »
Most people have the wrong view of customer journey mapping, and that is why they get intimidated by it. They think that it has to be an accurate representation of every degree of customer’s experience. This is impossible. It is better to think of it as a persona. Customer maps are like personas. The
What is Customer Journey Mapping and Why is it Important? Read More »
You can’t feel it, you can’t see it, you can’t touch it, but unplanned work is silently killing your business. How many times have you finished your day at work, very exhausted yet unable to cross anything off your list of high-priority to do things? This can make you feel robbed. It is impossible to
The Impact To Your Business of “Unplanned Work” Read More »
Many companies have value statements and company goals, but they often miss the mark when they try to determine how to align a specific team to these statements. When you think about how to align your customer service team with your company’s goals, what comes to mind? Do you only think about the staff on
How To Align Your Customer Service With Your Company’s Values Read More »
The Internet of Things (IoT) has changed the way businesses operate. By integrating technology into our daily lives, we have opened a door to an entirely new level of innovation. Start-ups, massive conglomerates and everyone in between is doing the best they can to push their IoT devices out into the market, making competition fierce.
Beyond Imagination – The Real-Life Cases of IoT Security and Failures Read More »
Customer Service Customer Service – the simple explanation from Wikipedia (here) is that it is “… is the provision of service to customers before, during and after a purchase.” Now regardless of the type of Call (Contact) Centre you run you are always providing Customer Service. You can call the center a NOC (Network Operations Centre) a Technical Service
WHAT IS THE HARDEST THING ABOUT RUNNING A CALL CENTER? Read More »
