To remain competitive in rapidly evolving markets, businesses are more and more fond of IT-based systems that help them automate everyday tasks, track operations, manage staff, communication, and customers, as well as collaborate, manage documents, etc., in other words, increase operational productivity.

Everything you need to know about Human Resources Management Systems (HRMS)

A thirtysomething Millennial is shopping for a cool running shoe she spotted on an Instagram sponsored post. She clicks through to the eCommerce site.

Do you recall how several years ago quick response (QR) codes were on everything? You know what I’m talking about: those square black and white symbols that you could scan using your Blackberry smartphone to learn more about a product? Then they kind of “died” and marketers moved on! That’s how it seems to go with many overhyped trends and technologies.

Customer service agents are the unknown heroes of every company. Vigilantes from the shadows who silently do their daily job of saving the company from angry, frustrated, and disappointed customers.

Ah, high customer retention, the dream of every company ever. Everyone wants them and everyone is also aware of the importance of loyal customers, but more often than not, those same customers are taken for granted and are never granted any kind of special treatment.

In today’s digital marketing age, sometimes us marketers feel like we’re drowning in metrics: impressions, cost per click, click-through rates, engagement rates, email open rates…the list goes on and on! But which of these metrics actually matter to your business?

No, the title is not lying to you. You can actually increase efficiency while at the same time improving the rate of customer satisfaction and all that with fewer expenses. The formula is simple. Solve the problem on the first try. First call resolution 'FCR' is a metric we use to measure the rate of success of our agents on their first interaction with the customer. Research has shown that increase in FCR equals the improvement in customer satisfaction.