Team management
8 behaviours of a cohesive team
A cohesive team is at the core of any successful business. A cohesive team can be…
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Building and managing a virtual support team
Virtual teams present different challenges and opportunities from those of an on-site team. Complete trust and…
Engaged employees and collaboration: how internal help desks help
Employee expectations are rising in tandem with customer expectations. Your employees expect the same kind of…
Mastering change management
See how you can master change management, a structured approach to organising people, processes and technology in order to smoothly implement change within a company
Employee experience: How consumer expectations are shaping the workplace
The ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter—has created an expectation among consumers that service be seamless and omnichannel
How to structure your customer support organisation
What does a successful customer support team look and feel like? How can companies deliver good…
Team up on self-service with Team Publishing
The key to a great self-service experience for your customers is having great content.
Three things to keep in mind when recruiting customer service agents
Finding the right customer service agents is a difficult task.
Growth requires change
Company growth yields many opportunities and challenges.