Omar Branquinho – Deskflows

Stop using your helpdesk software as an inbox

It is not a secret that every service team must have a tool to organize access to customer requests by agents. It is the essential to have the context of requests centralized, specially to allow agents to help each other in certain demands. However, the vast majority of teams use these tools only as a shared email inbox. And this is much more common than […]


Theory of Constraints

The “Theory of Constraints” was presented by Eliyahu M. Goldratt and Jeff Cox in their book “The Goal”, from 1984, being initially imagined for a manufacturing process. However, the idea that the productivity of any process is limited by its most critical subcomponent (or constraints) can be extrapolated to other realities, including the provision of professional services. In this article, we will understand a little […]


The journey of building a customer service team

Building a customer service team is a long journey. Over my experience in the past few years and talking to our customers, we have been able to define some major stages in this team development process. In general, this roadmap applies to any service team, especially for companies that have products. For teams that operate in different markets, or when the service is ultra-personalized, some […]


Why Deskflows?

This is the first (of many!) posts here on the Deskflows blog! We look forward to bringing you the best content to empower support teams around the world! Deskflows was born out of a bother that support or service teams are “boring” or a necessary evil. For us, the customer service team is a fundamental business tool that brings many contact opportunities and especially understanding […]

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