The Great Automation 2023 State of the Law Report
As we look at today’s legal landscape, the Smokeball team is in awe of how rapidly the legal community has adopted new ways to attract and serve clients since the global pandemic began in 2020. Smokeball surveyed 200 law firms with less than 30 employees across the United States to better understand these industry shifts and emerging trends. In three short years, legal professionals have learned how to work from anywhere, provide clients with the same (or better) levels of service remotely, and run their law firms as efficient, profitable businesses.
But there is still a long road ahead to harness the true power of adopted technology. The next era will focus on streamlining: unifying systems to improve law firms’ workflows, increase profits, and better support client relationships.
Live Chat Benchmark Report 2023
Every year, we publish our Live Chat Benchmark Report to help organizations understand how well their live chat team is performing compared to their peers by team size and by industry. With this year’s benchmark data at hand, you can learn exactly where your team is excelling and where it needs improvement.
Analyzing data from millions of live chats that passed through the Comm100 platform in 2022, this year’s report features the following benchmarks:
- Chats per agent per month.
- Customer satisfaction.
- Wait time.
- Response time.
- Chat duration.
- Mobile chats.
- Industry breakdown.
Alongside these metrics, the report digs into the reasons behind the numbers to help you improve your own team’s metrics and overtake your peers.
Higher Education Cheat Sheet: The 4 Challenges Facing IT & How to Overcome Them
There are four key challenges that are almost universally affecting university and college IT departments today:
- Growing digital infrastructure.
- High support volumes.
- Data security.
- Staffing.
In this guide, we will explore these 4 challenges and provide practical solutions to tackle each of them so IT departments can provide the support and security expected of them from students and faculty.
Employee Motivators: How to Get People Back in Office
Empty offices? It’s time to fix that.
Executives are responsible for offering employees flexibility while also maintaining a strong company culture. That begs the question: How do you get employees to come into the office without directives or mandates?
Robin set out to find the answers by surveying over 350 full time employees. Turns out, employees like coming into the office, they just need the right incentives. One of the main drivers? Other people.
- 64% of respondents were more likely to come into the office if they knew their team would be there.
- 40% of people prefer face time with leadership over other perks, like parking stipends.
- 70% of employees say they enjoy their time in the office or are indifferent to remote work.
For more insights like this, download the full report.
The Three Pillars of Great Hybrid Leadership
Did you know that 77% of people feel the hybrid work environment had an effect on their company culture and overall experience? Robin polled over 300 professionals to better understand what great leadership looks like in a hybrid world and how organizations can better support their teams.
Robin’s report found that employees want leaders who:
- Communicate needs and expectations clearly and often.
- Intentionally build trust and relationships among teams.
- Establish company-wide shared purpose.
Download now to find out more about how to lead hybrid teams to success.
Flexible Offices for a Flexible Future: 2022 Office Space Report
Hybrid work is here to stay but what are the implications for the future of how and where we work? Office footprint is an area of particular interest as companies adjust to a more fluid schedule. Can businesses turn under-used spaces into cost-savings?
Robin polled 247 business owners, facilities managers and those in charge of office space utilization to get a better idea of what flexible companies plan to do with their spaces. We uncovered data that paints a story of future offices:
- What 83% of businesses currently operating with a hybrid work model are doing so as a cost-saving measure.
- What 46% of companies are currently utilizing only half of their available office space or less.
- What 59% of workplace leaders plan to reduce their current space by half or more in 2023.
Download the report for more data and plenty of insights of where the future of work will take us next.
Practical Advice to Move Your Organization to Hybrid Work 2.0
You want to get employees into the office? Think beyond just meeting room and desk scheduling. Focus on their experience. Companies are moving past the basics and developing more human-centric approaches to the workplace.
Robin interviewed 200 business leaders to learn more about the past, present and future of their hybrid work plans. Get the answers to questions like:
- What went wrong in early attempts at hybrid work?
- Why do workplace analytics need to be front of mind?
- What practical steps can businesses take to improve office engagement?
The conversation around hybrid work has moved past return to office logistics and onto long-term measures of success. Download the report and join the conversation.
The State of the Data Race
The data execution gap is real. We surveyed more than 500 CIOs and technology heavy hitters to uncover key attributes of “data leaders”—companies that excel at using data to deliver value to customers and derive at least 20% of revenue from data and analytics. Read the report to learn:
- What frontrunners do to improve the customer experience and boost revenue with data.
- The important role that open source technologies play in advancing organizations’ success with data.
- Key steps that organizations take to move toward the level of the highly successful data strategies used by leaders.
The State of the Data Race 2022
In an independent survey of 500+ CIOs and technology leaders, it revealed that leveraging real-time data pays off in two important ways: higher revenue growth and increased developer productivity.
Some highlights from the State of the Data Race research report:
- 71% of respondents agree that they can tie their revenue growth directly to real-time data.
- 78% of respondents agree that real-time data is a “must-have,” not a “nice to have”.
- 66% of real-time data focused organizations agree that developer productivity has improved.
- And more insights!
Enterprise Tech Recruitment Industry Landscape Report
Competition is fierce for hiring top engineering talent in today’s market. As engineering roles become more specialized, companies are fighting to hire from a small talent pool. To win this war for talent, you need a way to separate the great from the good.
Technical assessments were created to help you do just that – to narrow down your candidate pool, identify the best and the brightest, and help you make better hiring decisions. In this report, you will learn all that you need to know in order to choose the right platform to take your hiring to the next level, including:
- What platforms rate the highest based on user review data.
- What technical assessment platforms are available on the market.
- How the platforms compare on factors like ease of use, quality of support, and integration APIs.
Mid-Market Tech Recruitment Industry Landscape Report
Competition is fierce for hiring top engineering talent in today’s market. As engineering roles become more specialized, companies are fighting to hire from a small talent pool. To win this war for talent, you need a way to separate the great from the good.
Technical assessments were created to help you do just that – to narrow down your candidate pool, identify the best and the brightest, and help you make better hiring decisions. In this report, you will learn all that you need to know in order to choose the right platform to take your hiring to the next level, including:
- What platforms rate the highest based on user review data.
- What technical assessment platforms are available on the market.
- How the platforms compare on factors like ease of use, quality of support, and integration APIs.
L’Intégration Des Données: Rendez-La Simple, Rapide, Et Pertinente
Lorsqu'il s'agit de planifier des pipelines d'intégration de données, plusieurs cas d'utilisation peuvent avoir un impact sur votre business intelligence (BI). Pourtant, l'objectif final est le même : simplifier et accélérer l'accès aux données pour l'analyse.
Lisez le rapport mondial 2021 Data Pipelines and Integration de Dresner Advisory Service et vous constaterez que la nécessité d'une meilleure intégration des données est évidente. En fait, 99% des entreprises qui ont réussi leurs initiatives de BI se sont beaucoup plus concentrées sur l'intégration de données que leurs pairs. Obtenez l'étude maintenant pour :
- Découvrez les 3 principales priorités de transformation des données parmi les entreprises.
- Voir la source et la cible de données n°1 pour l'intégration de données et les pipelines.
- Découvrez 7 fonctions d'orchestration des données essentielles au succès de l'intégration des données.
Prêt à faire progresser les efforts d'intégration de données de votre entreprise ? Commencez par développer la bonne stratégie et en vous associant à des fournisseurs qui offrent les bonnes capacités pour créer et automatiser vos pipelines de données.
Data integration: Make it Simple, Fast and Relevant
When it comes to planning for data integration pipelines, there are multiple use cases that can impact your business intelligence (BI). Still, the end goal is the same: Simplify and speed access to data for analysis.
Read Dresner Advisory Service’s 2021 Data Pipelines and Integration global report, and you’ll find the need for better data integration is clear. In fact, 99% of companies that succeeded with their BI initiatives focused significantly more on data integration than their peers. Get the study now to:
- Uncover the top 3 data transformation priorities among businesses.
- See the #1 data source and target for data integration and pipelines.
- Explore 7 data orchestration functions critical to data integration success.
Ready to advance your company’s data integration efforts? Start by developing the right strategy—and partnering with vendors that deliver the right capabilities to build and automate your data pipelines.
Report: COVID’s Effect and Influence on Grant Management
In response to COVID-19, grantmakers and foundations across the world were faced with a mountain of challenges that demanded immediate change and innovation.
What many didn't anticipate was how these adaptations would set the groundwork for a new set of best practices that would transform grantmaking and the way we approach mission-driven work.
In this free report, gain insight to:
- How the pandemic affected funder's missions and impact.
- How grantmakers created and distributed emergency grants fast.
- What post-pandemic grantmaking best practices look like in 2021 and beyond.
Higher Education – Live Chat & Chatbot Benchmark Data 2022
Live chat teams in higher education achieved an average 88.8% customer satisfaction score (CSAT) in 2021.
Analyzing chats that passed through the Comm100 platform in 2021, we have calculated the latest live chat and chatbot benchmarks in higher education. With these stats at hand, universities and colleges can understand how well they are performing compared to their peers and learn where they need to improve. The report also provides best practices so higher education institutions can realize the potential of live chat and chatbots.
Download this report to find out the latest live chat and chatbot benchmarks in higher education, including:
- Customer satisfaction (CSAT)
- Wait time
- Chat duration
- Mobile live chats
- Total chats handled by chatbots
Intelligent Automation
Intelligent Automation is not about replacing people. It’s about taking uniquely human strengths—like intuition and judgment—and combining them with intelligent tools like artificial intelligence (AI) and robotic process automation (RPA) to deliver superior organizational outcomes.
A low-code application development platform is an essential enabler of intelligent automation (IA). OutSystems is the world’s #1 Low-code Platform™ for enterprises wanting to optimize how their staff interface with increasingly intelligent internal systems and better manage their business.
Learn more about Intelligent Automation with OutSystems
