When you’re in an agency, you have limited resources to play with: limited time, limited money, and limited human power. No matter how great your best people are, they probably still have basic needs they need to take care of, like sleeping, eating, and watching Netflix. These types of limitations are a challenge for any business.
When a new agent joins your team you naturally want to help them get up to speed as quickly as possible. But, no matter how good your intentions are, manually training agents can be time-consuming and painful for both the reviewer and agent. Even when your agents are fully onboarded, you still need to train and help develop them. But, as your teams scales, you’ll feel the pressure to hit increasing support targets.
In an ideal world, every team member would have an equal amount of work (so no one’s overburdened), the right people would be working on the right tasks (so everyone’s maximizing their abilities), and everything would be delivered on time (with no last-minute requests or U-turns). But in the real world, things rarely go quite so smoothly. New work is constantly popping up, team members are unexpectedly unavailable, and priorities can shift in ways you didn’t expect.
At Teamwork, we pride ourselves in providing empathetic, friendly, and helpful support to our customers. Our fantastic team of support agents regularly go above and beyond when guiding customers — making sure they have an unforgettable experience. So when new agents join the team, we want to make sure that they quickly and seamlessly learn how to deliver the high level of customer support we’re known for.
Add Teamwork CRM to your home screen, export your data, get started with webhooks, check out our new API documentation, create templated projects and more! Here’s a round-up of the enhancements the Teamwork CRM team has been working on.
We’re excited to launch a game-changing new feature that no other helpdesk software on the market has. Introducing: Training Wheels for Teamwork Desk! Training Wheels helps you train and onboard agents as well as carry out continuous QA so you can consistently deliver high-quality, impactful responses.
When we were at MarTech East in Boston recently, we saw first-hand how the right marketing tech stack can take your marketing team to new heights. We loved hearing all the insights from the experts who have been there, done that. One of our favorite nuggets of wisdom was from Matt LeMay’s excellent presentation, “Agile is Marketing”.
One of our promises when launching Teamwork Desk 2.0 was that we would deliver features and enhancements faster than before — and we’re staying true to our word. Here’s an overview of some great new additions that will make you more efficient so you can continue to deliver exceptional support to your customers. All of the updates listed below are only available on Teamwork Desk 2.0, so to start trying them out, be sure to make the switch.
Get a visual representation of your team’s day-to-day workload using the new Float and Teamwork Projects integration, so you can manage resources effectively and allocate work evenly. With a calendar view of who’s working on which tasks, and how long they’re going to take, you get a bird’s eye view of your team’s workload.
Picture this scenario: You have three different teams working on their respective parts of the same project. Week after week, they report their progress to you — they’re on track, some of them even ahead of plan. “We’re nailing it,” you think to yourself. You report to your executives, and everyone’s ready to celebrate. Then, you do the final check-in with your three teams on the project, and you learn a painful truth: each team was on track.
