Six Proven Secrets For Managing a Remote Workforce

IBM recently made headlines for dismantling its policy that allowed remote work. The technology giant was following in the footsteps of Yahoo Inc., which in 2013 also called its employees back to the office, saying it was needed for better speed and efficiency. At Peak Support, we believe working remotely is here to stay. It allows us ...

The Time-Tested Recruiting Strategy (That’s Missing From Your Arsenal)

At Peak Support, we’re always looking for creative ways to find great candidates. Recently, we hit upon a little-known strategy: hosting informal meetups. Companies often host meetups or coffee chats when recruiting at colleges. And a few companies, like Goldman Sachs, host meetups to find software developers. But few use this strategy more broadly. And ...

Zendesk Review: Why Zendesk Is One Of The Top Helpdesk Solutions On The Market

You’ve built a successful business, and your customer base is growing every day. Hooray! If you’re answering even 100 queries a week from customers, you’ll probably want helpdesk software from a company like Zendesk, Helpscout, or Freshdesk. Zendesk is one of the most popular helpdesk software programs, and this review will help you understand why. ...

Artificial Intelligence in Customer Service: Will It Live Up to the Hype?

Experts say 80% of companies will use artificial intelligence in their customer service operations by 2020. But are they right? In this post – our first Peak Support Deep Dive – we will provide an overview of the current state of artificial intelligence in customer service and an assessment of how quickly—and how far—artificial intelligence ...

Training New Leaders is Hard. Here’s How We’re Doing It.

Whenever we bring on a new client, we need a new team lead. So last year, we launched the Emerging Leaders Program, a 12-week “mini MBA” for our team leads. And today, we’re making the curriculum publicly available here. What is the Emerging Leaders Program? Last year, we organized our first annual Peak Support Summit. ...