Luke Jamieson

After analyzing 148,438 agent-reported issues, we’ve identified the most common reason for call-related service desk tickets:

54% - One-way or poor audio
16.7% - Could not hear the customer
16.7% Customer could not hear me
20.8% Poor sound quality

A tug-of-war is taking place between employers and employees. As we move further from the upheaval of the pandemic a new battle has emerged: The fight to keep flexible work.

Most of us would like to forget about the pandemic, but its undeniable impact remains. COVID brought about a seismic shift in how we work, transforming employee expectations and reshaping our ways of working.

By far the biggest change is how employees have grown accustomed to the flexibility and autonomy that… Show more

A tug-of-war is taking place between employers and employees. As we move further from the upheaval of the pandemic a new battle has emerged: The fight to keep flexible work.

Most of us would like to forget about the pandemic, but its undeniable impact remains. COVID brought about a seismic shift in how we work, transforming employee expectations and reshaping our ways of working.

By far the biggest change is how employees have grown accustomed to the flexibility and autonomy that remote work provides, and this has fundamentally changed their expectations about what work should look like. However, now that the dust from the pandemic has all but settled, many organizations are pushing to return to pre-pandemic norms, creating a tension between employee expectations and employer mandates. Show less

You may not have realized this, but we’ve all experienced gamified customer experiences. Whether you log in daily to Duolingo to keep your language learning streak going, use an app to earn points and badges for using your phone less or join teams to earn badges and compete in fitness challenges, you’re experiencing gamification — and how it can change your behaviour.

Humans crave connection. Empathy, the ability to understand and share the feelings of another, is a cornerstone of successful human interaction. In situations requiring emotional intelligence or creative problem-solving, human intervention remains essential. A skilled customer service representative can not only solve a problem but also leave a lasting positive impression, fostering brand loyalty. Similarly, a team leader’s ability to motivate and inspire employees can significantly impact… Show more

Humans crave connection. Empathy, the ability to understand and share the feelings of another, is a cornerstone of successful human interaction. In situations requiring emotional intelligence or creative problem-solving, human intervention remains essential. A skilled customer service representative can not only solve a problem but also leave a lasting positive impression, fostering brand loyalty. Similarly, a team leader’s ability to motivate and inspire employees can significantly impact morale and productivity. Show less