Articles

It bothers me when things don’t work the way they should.

Every growing business encounters a daily onslaught of support requests from potential and existing customers. Even the most elite customer support teams can be defeated by the endless inquiries. The results: missed emails, ignored phone calls, a million open tickets on the support spreadsheet, and a sharp decline in customer satisfaction.

What is issue tracking? An issue tracking system is any software application that allows users to record and follow the progress of every customer ticket or "issue" in their inbox until the problem is resolved. Issues can be tracked in the context of software applications, IT services, and more. The issue tracking process begins with customers informing support teams that there is a potential issue that they are experiencing. The issue tracking system records this, and stores it alongside other concerns raised by the customer in the past. An agent on the support teams is then notified that there is a potential issue the customer is facing. By looking at the issue, along with past issues the customer has logged, agents will have a much greater understanding of how to best resolve the customer’s problem. This personalized approach increases user satisfaction and can potentially help retain customers. 

Information technology is at the forefront of modern businesses.It’s the core element that enables day-to-day operations in organizations. ITSM, or IT service management, takes care of this core element and optimizes it for better outcomes while driving business value. It wraps around the IT infrastructure and streamlines processes in the service lifecycle, enabling teams to operate strategically. Furthermore, ITSM software available on the market facilitates it by enabling more efficient, standardized, and effective service delivery.  Let’s dive deeper into understanding ITSM and discover how it can help you optimize your IT infrastructure.

The cloud is here to stay.

What is workflow automation? Workflow automation designs and executes a series of repetitive business tasks based on business rules to reduce human interactions and increase productivity. Workflow is a series of tasks that has to be accomplished to achieve a business objective. Most businesses’ daily operations depend on repetitive tasks such as sending email verification, completing forms, and so on. When doing something repetitive, human errors may occur, for instance, the employee might email the wrong recipient with a similar name or forget to include the completed document. Human error is an inevitable problem for most business processes so companies use workflow management software and automation software to simplify the human interaction of a process. Workflow automation is performed using robotic process automation (RPA) software and is also referred to as RPA. 

Customer service is a secret weapon.

Companies across the globe are grappling with reopening their physical places of business in the coronavirus era. Businesses and governments have taken to location tracking, thermal recognition, and temperature checks to identify individuals potentially sickened with the coronavirus. 

What are team competitions? Team competitions are friendly contests between coworkers on either the same team or different teams within an organization. Instilling team competitions in the workplace can significantly improve the work environment and company culture. Not only do team competitions make work a more fun place to be, but the right contest can gamify processes like customer satisfaction, sales, and quality assurance. 

What is peer recognition? Peer recognition is the practice of colleagues expressing appreciation for each other’s work, contributions, and performance through feedback, praise, or acknowledgment across teams or departments. It helps motivate employees, reinforce positive behaviors, and strengthen workplace culture, often supported by employee recognition software to streamline and scale the process.