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Customer Experience

ASAT meaning: what agent satisfaction score is and how to measure it

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Customer Experience

Customer service KPIs that matter in the age of AI

Apr 29, 2025

Track the customer service KPIs that go beyond vanity metrics. Let's talk about the data-driven metrics that align with retention, automation, and customer experience success.

Customer Experience

ASAT meaning: what agent satisfaction score is and how to measure it

Apr 30, 2025

The purpose of measuring ASAT is to proactively identify risks such as burnout or lack of engagement, and ensure the team is happy doing the work they’ve been hired to do.

Customer Experience

6 ways to reduce your ticket backlog and resolve issues more efficiently

Apr 29, 2025

A rising ticket backlog can overwhelm your support team and frustrate your customers. Here's how to cut it down quickly and sustainably—with smart prioritization, automation, and AI-powered support.

Customer Experience

Customer service KPIs that matter in the age of AI

Apr 29, 2025

Track the customer service KPIs that go beyond vanity metrics. Let's talk about the data-driven metrics that align with retention, automation, and customer experience success.

Customer Experience

How to use AI in customer service (with real-world examples)

Apr 25, 2025

AI isn’t here to steal your job—it’s here to make it better. Learn how customer service teams are using AI to resolve tickets faster, boost satisfaction, and actually enjoy their work.

Best practices for managing a remote team

Here are some tips on how to better manage a team from anywhere in the world:

Define parameters with Remote Workers

With remote teams, it’s extremely crucial to outline the parameters for a well-balanced work/personal life. It is very important to keep in mind the schedules of each team member, so notifications and email do not disturb their off time. Showing that you care, even with the smallest of things, will help build positive relations and make work easier for everyone.

Foster and Embrace Diversity

When managing remote employees, cultural diversity is a given. It is unequivocally essential to learn how each team member receives feedback, for example, to avoid misunderstandings and conflicts. Managers need to ensure they promote a mindset that’s inclusive, respectful toward national holidays, and above all, respectful toward every single cultural difference.

Set clear expectations from the start

Every project has expectations. Being absolutely transparent about what is expected of your team will help keep them focused and work toward the same objectives. Here are a few fundamental topics you should set clear expectations for:

  • Work hours
  • Availability
  • Communication system
  • Timely meetings
  • Key projects and deadlines
  • Scheduled meetings
  • Respond to email

Setting clear and transparent expectations is especially important if you employ globally, with geographically-dispersed teams often working to different time zones. In this case it’s essential to ensure every employee knows what’s required of them.

Provide assistance When They Need it

As a leader is very important to understand and identify when your team members are feeling overwhelmed. Whether it's unexpected problems or difficulties with solving a certain situation, as a leader, you need to be there to lend them a helping hand.

Invest in a Project Management Software

Your remote team working culture will flourish when you have everything under one roof, and this can be made possible when you rely on remote team management software to plan tasks, projects, and even people. From automation tools like a background noise removal app to time and task management software. Here’s what you can do with project management software:

  • Track productivity
  • Maintain and manage timesheets
  • Share information in real-time
  • Have discussions
  • Manage the tasks on a task list

Managing remote teams is challenging, but by following these simple rules, you’ll definitely have a better grasp of it. This way, you can have a group of loyal, hard-working and productive associates that will help you reach the company vision sooner!

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