Analytics 365 Blog

Implementing the best customer service practices should be a priority for companies across all business sectors, not least because they play an integral role in client satisfaction levels and how people will view the organization. Research shows that around 80% of consumers say they would look to take their business elsewhere if they have more than one bad experience. Sadly, many businesses continue to view their customer service experience as an [...]

Call centers are the beating heart of a business. They’re essential for maintaining strong sales and customer service elements, providing a direct connection to your customers. But call centers have a significant risk of staff being absent, which is something that can have a detrimental effect on a business. Known as a ‘no call, no show’ (NCNS), it’s a common event within companies that have a call center function. [...]

Managing a call centre during busy hours can be challenging, but it’s important to take steps to get it right. After all, the consequences of a poorly managed call center during peak hours can be extensive, impacting staff morale, customer satisfaction, and ultimately the profitability of the business. A build-up of requests, long customer wait times, and overburdened staff benefit nobody. Customers — who have higher expectations than ever [...]

Your customer service agents provide a direct link between your business and your customers. They are there to provide support and assistance, ensuring problems are dealt with quickly to leave customers satisfied. But the life of a customer service agent isn’t always an easy one. The nature of the job means that agents often handle difficult situations, including verbal abuse from dissatisfied and abusive customers. Not only that, but [...]

The rise in popularity of remote working has created new challenges for employers and business managers when conducting employee appraisals. There’s more physical distance between them and the employee, which studies have shown can impact a manager's ability to assess performance, and there’s also a little less trust due to it being more difficult to monitor remote employees compared to being in an office (Felstead et al, 2003). Not to mention [...]

Just a few years ago, the concept of full-time remote working seemed to be an unrealistic fantasy. However, a recent BBC study found that 44% of workers want to continue working from home in the future, and many would seek employment elsewhere if they were not given the chance to do so. As such, it's clear that remote work isn’t going anywhere any time soon, meaning many businesses must consider this [...]

Remote work has a lot of benefits, but some downsides come with it. Statistics show that many professionals who work from home will experience burnout at some point, suggesting that more than three-quarters of your employees could be in the same position. Though not always a direct cause of burnout, having a manageable workload can make a massive difference. But how do you identify whether people’s workloads are getting [...]

Getting meetings right can make or break your business. Between 2020 and 2022, the proportion of employees spending a third of their week or more in remote video meetings rose from 48% to 77%. New figures for 2023 suggest 83% of employees now fall into this category. If they were spending the time productively, it wouldn’t be a problem. But unfortunately, most companies aren’t running effective remote meetings. Leaders know that [...]

Motivation is essential to keep remote workers productive, engaged, and satisfied with their jobs. But not every business is getting it right. A survey of 1,000+ employees suggests that 59% are struggling with distractions when working from home, while 45% say they find it hard to stay motivated. Despite these dire statistics, workers don’t want to return to the office. Forcing them back could make firms less competitive in the job [...]

You can't run remote teams without collaborative software. It facilitates communication from different locations and time zones, and with the shift to hybrid working is one of the reasons why the market has grown from $7 billion USD to over $19 billion in such a short space of time. With that being said, there are still a lot of people who have never heard the term collaborative software, let alone know [...]