Surfboard

We’ve got some news… 🗞 Surfboard has been acquired! We are beyond excited to announce that Surfboard has been acquired by Dialpad, a leading AI-powered customer intelligence and communications platform trusted by over 40,000 businesses and millions of users worldwide. This marks an exciting new chapter in Surfboard’s mission to change the way the customer service industry operates. With the greater firepower and global resources of the Dialpad platform, Surfboard will be able to accelerate its product journey to become the leading workforce management platform for modern companies of all sizes. In particular, leveraging the deep AI capabilities of Dialpad will enable us to roll out a range of features in the months ahead that will complement the way hybrid Human-AI teams operate in the future – especially in enabling agents to spend more time on the most valuable, proactive and non-repetitive tasks. We can’t wait to share the next stage of our journey with our customers, and the many supporters who have got us to this point. 🙏 https://lnkd.in/e4A_kqVC

We're #1 for customer relationships for the third time running in G2's Fall 2024 report 💖 We pride ourselves on building deep relationships with our customers, nurturing their growth and evolution throughout their journey. Our mission of making work more human underpins everything we do here at Surfboard, from our top-rated support and dedicated CSMs to our product, built for and with real support teams. Read more on our blog, link in comments ⬇ #WFM #customersupport #G2

Industry standard AHTs are not fit for purpose for messaging channels 🙅♂️ Traditionally, AHT measures the time from open to close, which while effective for live channels like phones, is very ineffective for planning asynchronous messaging channels due to it’s inclusion of waiting or idle time between messages. Using the wrong data can: ❌ Inflate staffing forecasts ❌ Create blindspots in productivity data ❌ Decrease inefficiency due to inaccurate staffing Modern, resource-conscious teams require a smarter way to measure the effort required to close tickets, enabling them to forecast and capacity plan in a more effective and accurate way. Surfboard is proud to introduce two innovative metrics designed to revolutionise how customer service teams evaluate and optimise their operations: Average Conversation Time (ACT) and Average Interaction Time (AIT). Check out out blog in the comments for more info ⬇

Demand-led scheduling, made simple ✨ Our latest releases bring 24hr shift coverage to the schedule alongside our auto-shift tool, which finds the perfect shift for each agent, balancing coverage and contractual requirements. #wfm #customerservice

Is your customer support tech stack up to par? 🔥 Join Matt Armbruster, a leading expert in workforce management, for an in-depth exploration of the current trends in customer support technology. With major players like Zendesk expanding their offerings, it’s essential to understand how these changes impact your business.

75% of leaders see AI as an opportunity to transform the work of customer support agents – not replace them 👀 Our latest report highlights the results of our industry survey and the evolving 'third wave' of customer support we're currently in Read key findings on the impact and adoption of AI tooling, the evolving working profile of agents and the role of BPO in hybrid AI x human teams. With additional insight provided from our panel with Daniel Bunton of Cleo and Shamas Aziz of SentiSum. Read the blog or download the report: https://lnkd.in/ett5NAW9 #cx #report #customersupport #ai #bpo

Assessing your tech-stack? Don't miss our webinar with WFM expert Matt Armbruster and our Head of Product Sagar Haria Discover why tech consolidation is trending, understand the benefits and drawbacks, and find out what it means for your support operations strategy. This session is crucial for staying ahead of the curve, whether you're assessing your current tech stack or investing in new tooling. Add it to your calendar now - sign-up in the comments 👇 #surfboard #wfm #webinar #customersupport #CX

How often do you review your opening hours? Well, it turns out reducing your opening hours could actually benefit your customers. A recent article revealed how Cotswold Council improved CSAT, saved money, and were able to redirect agent capacity to higher priority tasks by reducing their opening hours after reviewing their arrival patterns and channel split. This is a great example of the importance of having the right data available to you to inform your scheduling strategy. Let customer data guide you to create the best customer experience possible, that's tailored to how your customers want to contact you, rather than forcing them into a one-fits-all approach. Read more about Cotswold Council's story in the comments 📖

Seen our surfboard around London today? 🏄 Our team are getting to ready to welcome faces from the Surfboard and customer support community at our annual event, Board Masters! See you all later 😎 #cx #customersupport #london

Too often, the valuable data inside of WFM software is inaccessible to other areas of the business. Over time, this can lead to inefficiencies, black spots and lengthy workflows. At Surfboard, we believe that data equality is critical for businesses to work efficiently, fairly and quickly. That’s why our API gives teams the tools they need to succeed. #wfm #CustomerSupport #data