In addition to meeting elevated customer expectations, key business objectives are shifting to reflect a focus on efficiency, cost savings, and doing more with less. For service teams, the modern world’s omnichannel approach results in an increased number of more complex cases at any given point-along with customers who are Read more…
The world of work has undergone a seismic shift over the past few years. In 2019, when we last reported on the state of work, the biggest challenge that customer support teams faced was misalignment. Fast-forward to today, and the picture is vastly different: a pandemic disrupted the way that Read more…
Government contractors are turning to secure, cloud-based services to meet customer needs and drive business value. In a fast-moving world full of uncertainty, still upended by the pandemic, there is one thing we can be certain of, and that’s the need for greater digital capabilities.
When a complex issue arises, agents can begin a swarm workflow right from Slack, automatically connecting agents with the right cross-functional experts based on required skills, availability and capacity. Swarming can eliminate the lag time that comes with moving tickets through a tiered system, and ultimately speed up case resolution Read more…
Message threads often unfold quickly and might be time-sensitive, with a team member needing help or a group of people wanting immediate input on a decision. If you’re just joining a conversation, it’s important to get on the same page as your team as fast as possible. Thread summaries give Read more…
Warum aufstrebende Mittelständler auf Workday setzen | 3 Mit Vertrauen – und Workday – zu Wachstumund Anpassungsfähigkeit Ohne Zuversicht in Ihre Finanzmanagementlösung kann es sich als unmöglich, wenn nicht sogar riskant, zeitaufwändig und kostspielig erweisen, sich an Änderungen anzupassen und entsprechende Initiativen in Angriff zu nehmen. Wenn Sie jedoch aufgrund Read more…