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Articles by Patricia Arcilla
Enhancing efficiency and expertise by outsourcing geologists
As the world continues to grow and develop, the demand for natural resources such as minerals, oil, and gas has increased. This has led to an increased demand for geologists responsible for exploring, discovering, and managing these resources. One effective strategy that has gained momentum in recent years is outsourcing specialized tasks to external experts.
Your essential guide to SaaS customer support
Software as a Service (SaaS) companies have shaken up the way businesses and individuals access software. From productivity tools to project management platforms, SaaS solutions have become an integral part of our daily lives. But what makes SaaS companies stand out from the crowd? The answer lies in their customer support. SaaS customer support is not just about solving technical issues — it’s about creating an exceptional user experience that drives customer satisfaction and loyalty.
15 best chat tools for customer support in 2024
List of chat tools for customer support LiveChat Podium Webchat Acquire Userlike Help Scout Re:amaze tawk.to Olark Gladly Ada Zendesk Chatlio Hiver ProProfs Chat ClickDesk Providing exceptional customer service is more important than ever, especially now that we’re more used to handling things digitally. So, it’s no surprise customers expect instant assistance, personalized interactions, and efficient issue resolution. That’s where chat tools for customer support come into play.
7 tips to build and manage an expanded customer service team
Change is the constant companion of growth in any organization, welcomed yet challenging to navigate. Amidst these changes, there’s a chance to enhance your customer service (CS). Scaling up customer service while maintaining quality requires careful planning and proactive steps. It calls for a mix of foresight, flexibility, and creativity to ensure excellent support in changing times. But what exactly is an expanded customer service team, and why should you consider scaling your operations?
Revealing the power of right shoring
Offshoring is a pretty common strategy used in manufacturing and specialized services like software development. Basically, companies do it to get ahead of the competition. They move parts of their business to another place to take advantage of what that area has to offer, like skilled workers or tax breaks. But lately, the structures of traditional outsourcing destinations have been changing, and companies are finding some problems related to offshoring. Right shoring has become a new option.
Data scientist vs. Data analyst: Differences explained
The rise of big data has emphasized the need for professionals to help organizations make sense of the vast amounts of information they collect. In fact, the U.S. Bureau of Labor Statistics predicted that data-related roles would have the fastest employment growth, at 36%, between 2021 and 2031. Two titles that have emerged in this realm are data scientist and data analyst. Though the two terms are often used interchangeably, there are key differences between the two positions.
Breaking down the stages of the talent lifecycle
When it comes to building a successful team, it’s essential to understand and manage the talent lifecycle effectively. From attracting top talent to positively saying goodbye, every stage plays a crucial role in your organization’s overall success. Let’s further dive into what the talent lifecycle entails, its importance, and the stages involved. We’ll also share best practices for managing your employees’ journeys. What is the talent lifecycle?
10 best conversation intelligence software in 2024
List of conversation intelligence software Gong Q for Sales Clari Copilot Outreach Chorus Salesloft Jiminny Fathom Avoma Mindtickle Effective communication is essential for building strong customer relationships and driving sales success. However, understanding the intricacies of customer conversations can be a complex task. That’s where conversation intelligence software comes in — revolutionizing the way sales teams analyze and interpret customer interactions.
A closer look into The Great Exhaustion
Have you ever felt like you’re constantly running on empty, struggling to find the energy and motivation to tackle your daily tasks? You’re not alone. Many people experience what’s been coined as The Great Exhaustion. It’s not uncommon to feel overwhelmed and exhausted. The constant demands and pressures of work, personal life, and technology can leave us feeling drained and depleted. However, this phenomenon is a growing concern that affects individuals of all ages and backgrounds.
PBX vs. VoIP: What's the difference?
When it comes to business communication, the technology choices can seem overwhelming. Two popular options that often come up in discussions are PBX and VoIP. But what exactly are these systems, and what sets them apart? In this quick guide, we delve into the differences between PBX vs. VoIP, their advantages, disadvantages, and ultimately, which is better to use. What is PBX? Private Branch Exchange (PBX) has been a stalwart in the realm of business communication for decades.
10 best capacity planning tools for resource optimization
List of capacity planning tools Toggl Float Resource Guru Parallax Kantata Runn Saviom monday.com Mosaic Productive Making the most of your resources is key to any organization’s success. Naturally, capacity planning is a crucial aspect of resource optimization. It ensures that businesses have the right people with the right skills at the right time. In fact, Forbes describes capacity planning as both an art and a science.
Micromanagement vs. Macromanagement: Differences explained
Managing a team effectively can be a challenging task. Competent leadership is a delicate balance between guiding a team toward success and providing the space to thrive independently. McKinsey highlights its significance, revealing that employees’ relationships with their managers are the most important factor in their job satisfaction and well-being.
Outsource Accelerator’s Employee Cost Calculator
Do you ever find yourself wondering how much it really costs to hire an employee? Labor costs can be a significant expenditure for businesses, and understanding them is crucial for effective budgeting and decision-making. To help businesses calculate their labor costs accurately, Outsource Accelerator (OA) provides an Employee Cost Calculator or Team Builder that takes into account various factors. What is an employee cost calculator?
Accrued payroll 101
It’s obvious that financial management is a fundamental aspect of running a business. With that in mind, keeping an eye on payroll expenses is one of the most vital financial aspects. This is considering that labor costs can make up to 70% of overall operating expenses. Given its substantial impact on cash flow, it’s essential to monitor payroll expenses throughout a pay period.
Breaking down the employee exit process
When an employee leaves a company, it’s more than just a simple farewell. The exit process is a crucial stage in the employee lifecycle that requires careful planning and execution. Despite its importance, Zippia revealed that 71% of organizations don’t have a formal offboarding process. To help you get started, let’s break down the employee exit process and why it’s needed. We’ll also provide practical tips to make it smoother for both employees and employers. What is the employee exit process?
8 benefits of workforce planning
Are you a business owner or a manager looking to ensure the success and growth of your organization? If so, workforce planning should be at the top of your priority list. By effectively managing your workforce and anticipating future needs, you can position your company for long-term success. Forbes noted how important workforce planning is by highlighting how difficult it is for most employers to forecast future workload demand.
How real-time adherence helps contact centers
Imagine running a contact center without knowing whether your agents are working on the right tasks at the right time. It would be like flying blind, with no visibility into agent activities or their adherence to schedules and performance targets. Thankfully, real-time adherence has emerged as a game-changer for contact centers. Although an adherence rate of 100% is impossible, most businesses still strive to operate at around 80% compliance.
Why agent coaching matters in a call center
In the fast-paced world of customer service, call center agents are the unsung heroes who often bear the weight of customer interactions. They have the power to make or break a customer’s experience, making their role in maintaining customer satisfaction and driving business success paramount. That’s why agent coaching is crucial in the call center environment. According to RealTrends, agents who received or were involved in coaching performed up to 60% better than those who didn’t.
Monthly retainers and how they work
As the business landscape evolves, so does how we conduct transactions and pay for services. One popular method of payment is the monthly retainer. According to FasterCapital, monthly retainers can be valuable for those needing consistent support and guidance. So whether you’re a freelancer, consultant, or a business owner seeking specialized services, understanding how this method works can be a game-changer. This guide delves deep into monthly retainers, what they are, and how they work.
Learn about the different offshore outsourcing models
Ever felt like there’s just not enough hours in the day to conquer your business goals? Well, you’re not alone! In today’s bustling world, where competition is fierce and time is of the essence, companies are turning to offshoring to level the playing field. Imagine a virtual team located in faraway lands, working diligently to bring your business objectives to life while you focus on what truly matters. It’s like having a secret weapon hidden in your arsenal! Offshoring has become so reliable.
Operating expenses: Definition, types, and examples
Operating expenses may not be the most glamorous topic in the world of business, but they play a vital role in determining a company’s financial health and overall profitability. From the rent paid for office space to the salaries of employees, these ongoing costs are essential for keeping the wheels of a business turning smoothly. In this article, we will explore the ins and outs of operating expenses — from what they include to how they are calculated. What are operating expenses?
Top 15 brand monitoring software for effective reputation management
List of the 15 best brand monitoring software Google Alerts Brand24 Mentionlytics Awario Brandwatch BuzzSumo Hootsuite Convosight Sprout Social Talkwalker Keyhole X Pro Ahrefs Mention Locobuzz We live in an era where online reputation is everything. Customers now always consult reviews, social media platforms, and other online sources before purchasing. For companies of all sizes, reputation management is not only a crucial aspect of branding, it’s a necessity.
10 must-join Pittsburgh networking groups
List of the 10 best Pittsburgh networking groups Pittsburgh Business Exchange (PBEX) Pittsburgh Young Professionals (PYP) African American Chamber of Commerce of Western Pennsylvania (AACCWP) Network After Work Community Bridge-Building Network Ellevate Rotary Club of Pittsburgh PRSA Pittsburgh International Association of Business Communicators (IABC) Pittsburgh Pittsburgh Executives Association Networking is an invaluable tool for career growth and personal development.
Form I-9 filing process
If you’re new to the world of hiring and employment in the United States, you may have come across the term “Form I-9.” But what is it, exactly? Why is it important? And how do you go about filling it? In this article, we’ll explore the ins and outs of this document and guide you through the filing process. What is Form I-9? See Form I-9 (Rev. August 2023) Form I-9, aka the Employment Eligibility Verification form, is a document mandated by the U.S. Citizenship and Immigration Services (USCIS).
Your quick guide to payroll liabilities
Navigating the intricacies of payroll is no small feat for businesses. Among the various elements to consider, understanding and managing payroll liabilities are critical for maintaining financial health and compliance. According to Chron, the safe zone for payroll expenses is between 15% and 30% of a business’s gross revenue. This delicate balance ensures that a company meets its financial obligations and optimizes resources for growth and compliance.
11 reasons behind dropped calls
Dropped calls are a frustrating experience that many of us have encountered at some point. Imagine having an important business call or a heartwarming conversation with a loved one, only to have it abruptly cut off. It can be not only inconvenient but also disruptive to our daily lives. Dropped calls can hinder productivity, strain relationships, and even compromise safety. So, let’s delve into the ins and outs of this occurrence, from the causes to tips on how to prevent it. What are dropped calls?
Understanding OSHA Form 301
Safety in the workplace is a vital aspect of any business. To ensure the health and well-being of employees, it is important to comply with Occupational Safety and Health Administration (OSHA) regulations. One such compliance requirement is the completion of OSHA Form 301. In this article, we’ll take a closer look at what OSHA Form 301 entails. We’ll discuss who needs to file it, the information recorded, when to complete it, and the consequences of not filing it. What is OSHA Form 301?
Why your company should have flexible workspaces
Picture this: instead of the traditional cubicles and stuffy office spaces, there’s a dynamic and versatile work environment that caters to your employees’ unique preferences and needs. That’s precisely what flexible workspaces offer. They are the key to creating a workplace that empowers your team, fosters collaboration, and boosts productivity. According to Statista, flexible work environments are increasingly adopted in Europe, Asia, and North America.
20 hiring trends to look out for in 2024
Staying on top of the latest hiring trends is essential for businesses to attract top talent and remain competitive. With the job market constantly evolving, it’s crucial to adapt to changes in recruitment and make informed decisions. In fact, the International Labour Organization listed the recent pandemic’s many detrimental effects on the labor market, which are expected to persist in the coming years.
What is a Platform-as-a-Service (PaaS)?
If you use a smartphone app, access your emails through a web browser, or utilize cloud-based software, you are likely interacting with a Platform-as-a-Service (PaaS). PaaS offers developers a virtual toolbox, empowering them to create innovative apps without the burden of manual solutions. According to Statista, PaaS is one of the primary tiers of cloud computing. It accounts for around 20% of the cloud services market. This article explores the ins and outs of Platform-as-a-Service.
Why employee mobility matters
The era of fixed-job roles and linear career paths has come to an end. Employee mobility, characterized by fluidity and adaptability, has become crucial to attracting top talent, fostering innovation, and staying ahead of the curve. According to a Deloitte survey, 76% of respondents identified talent mobility as a C-suite level topic of importance concerning today’s tight and competitive job market.
13 payroll best practices for compliance
Navigating the intricacies of compliance is crucial for businesses aiming for ethical operations and legal adherence. Drata’s 2023 Compliance Trends Report showed that 87% of organizations experience negative outcomes due to low compliance. That’s why it’s important that every facet of a business abides by regulatory and legal obligations. One such responsibility is ensuring compliance with payroll. It involves adhering to laws and regulations related to employee compensation and tax deductions.
What is a Form W-3?
As an employer in the United States, one of your crucial responsibilities is to file Form W-3. In this article, we will delve into the requirements of this tax form and its importance. Read on for a step-by-step guide on accurately filling and filing this document. Form W-3 defined Form W-3 is also called the Transmittal of Wage and Tax Statements. It is a crucial document that is required to be filed along with Form W-2.
Form 16: Everything you need to know
In the world of income tax filing for salaried individuals in India, there is a significant document that holds great importance – Form 16. This guide breaks down everything you need to know about Form 16, including its purpose and who it is for. We will also show you how to fill it out accurately, file it, and obtain a copy if needed. What is Form 16? Form 16, or TDS Certificate, serves as proof of tax deducted at source (TDS) by an employer on behalf of their employees.
Negligent hiring and how to avoid it
Imagine hiring an employee who ends up causing significant harm to your business or others. This nightmare scenario, known as negligent hiring, can have devastating consequences for any organization. It occurs when an employer fails to exercise reasonable care in the hiring process, resulting in the employment of an individual who poses a foreseeable risk. Data from PeopleFacts revealed that 72% of employers lose negligent hiring lawsuits.
How Form 6765 can help your business
As a business owner, you may be looking for ways to cut down on your tax bill. One little-known option at your disposal is the use of IRS Form 6765. If used correctly, this form could help your company save thousands of dollars in taxes annually. In this guide, we’ll explore how this tax form can help your business. We’ll share tips on who is eligible to file it, how to fill it out, and tips on staying updated with its regulations. What is Form 6765?
Is a 4-day work week worth it?
In recent years, the concept of a 4-day work week has gained traction as some companies experiment with offering employees an extra day off without reducing pay or productivity. According to Gallup, reducing the work week to four days is to respond to the disturbing levels of employee stress and burnout nowadays. Gallup also indicated that this work model is advantageous for those who don’t have the option to work remotely.
Freelancer vs. Entrepreneur: What's the difference?
When it comes to pursuing a career in self-employment, two terms often come up: freelancer and entrepreneur. While these roles sound similar, they have significant differences that can greatly impact a career. In this article, we’ll dive into the distinctions between freelancers and entrepreneurs. We’ll also help you determine which path best fits you. So, if you are met with the choice between freelancer vs. entrepreneur, keep reading to gain clarity and make an informed decision. Freelancer vs.
Healthcare trends to watch out for in 2024
The healthcare industry is always changing, spurred by technological advancements and evolving patient needs. Staying updated with the latest trends is crucial for healthcare professionals and organizations to deliver the best care possible. In this article, we explore ten healthcare trends that are expected to shape the industry in 2024 and beyond. Importance of following healthcare trends Following healthcare trends is essential as it helps healthcare providers stay ahead of the curve.
What is automated quality management (AQM)?
Quality assurance (QA) is critical to contact center operations, ensuring customer interactions meet established standards. In the past, quality management (QM) was primarily a manual process, requiring significant time and effort. However, with the advent of technology, automated quality management (AQM) has emerged as a game-changer for call centers. Observe.AI reported many contact centers are already using AI technology.
The basics of screen pop
Having well-informed agents is a cornerstone for a successful contact center. Talkdesk highlighted that when customers reach out to a contact center, their main priorities are swift issue resolution and receiving personalized service. Screen pop is the secret weapon that empowers contact centers to excel in both these crucial areas. In this article, we explore the basics of screen pop, how it works, key terms to know, and its benefits. What is screen pop?
How to start a corporation in Poland
Embarking on the journey of starting a corporation requires a thoughtful approach and a strategic mindset. Poland, with its vibrant business environment and strategic benefits, offers an enticing opportunity for entrepreneurs aiming to establish a successful European presence. Let’s delve into the intricacies of how to start a corporation in Poland. This guide explores the whys, the hows, and essential resources to ensure a successful venture.
Why call masking matters for your business
As communication becomes more digital, the need for privacy and security has never been more crucial. In fact, Statista reported that the average cost of a data breach worldwide is US $4.35 million. It also revealed that, as a result, users are now more inclined to avoid the risks they could face online. One technology that addresses privacy and security concerns is call masking. It’s a powerful telecommunications tool revolutionizing how firms protect personal phone numbers.
Understanding the role of a logistics consultant
Logistics is an indispensable factor in the triumph of every business. Harvard Business Review says it is essential to strategy, especially in large companies. HBR also claims logistics highlights the difference between an enterprise’s success and failure. Effective logistics strategies involve decisions in their long-term implications. This is why many businesses are turning to logistics consultants. Let’s explore the role of a logistics consultant and the benefits it brings to your business.
Retail customer experience explained
As competition in the retail industry continues to grow, businesses must focus on providing exceptional customer experiences (CX) to differentiate themselves. From the moment a shopper steps into a store or starts their online journey, every interaction shapes their perception of a brand. Deloitte highlights the impact of positive customer experiences, revealing that satisfied customers are inclined to spend 140% more.
What is software testing?
As the software development industry continues to grow at a rapid pace, the importance of software testing has become increasingly critical. Technology is advancing more quickly than ever, and quality assurance (QA) ensures our digital tools work correctly before it’s released to the public. Global Market Insights predicts the software testing market’s value will grow at a 5% CAGR between 2023 and 2032. This means it will be worth around US $90 billion worldwide in the coming years.
Will AI replace call center agents?
Artificial intelligence (AI) has emerged as a groundbreaking technological trend, demonstrating remarkable growth in recent years. It has created a significant impact on various sectors and is now making strong inroads in the call center industry. In fact, a MarketsandMarkets report projects the call center AI market will be worth around US $4.1 billion by 2027. The sector will leverage AI solutions to improve customer experience and operational efficiency.
A complete guide to app store optimization
If you have created a mobile app, you know that getting people to download and use it is no easy task. According to Statista, there are over 3.55 million apps in the Google Play app store alone. With this overabundance, it’s crucial to make sure your app stands out from the competition. That’s where app store optimization (ASO) comes in. In this comprehensive guide, we will explore the ins and outs of ASO, from its basics to its remarkable benefits. What is app store optimization?
15 best sales forecasting tools for predicting revenue
List of best sales forecasting tools Clari Anaplan Gong Aviso Pipedrive Nutshell InsightSquared SPOTIO HubSpot’s Forecasting Software Keap Weflow Map My Customers EngageBay ForecastX ActiveCampaign Sales forecasting is an essential process that helps companies accurately predict future sales and revenue. However, manual forecasting can be challenging and time-consuming. Fortunately, sales forecasting tools are available that can automate and make the process more efficient.
20 best AI live chat software for your business
List of the best AI live chat software ChatGPT Perplexity AI Jasper YouChat ChatSpot HuggingChat The New Bing Bard Lyro Kommunicate Intercom Chatbot Integrations Claude Drift LivePerson watsonx Assistant Infobip Chatsonic Salesforce Einstein Appy Pie AI live chat is quickly becoming a valuable tool for businesses to enhance customer service offerings. Tidio reported that small businesses, in particular, widely use chatbots.
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