In this second part of a series on the future of delivering an excellent customer experience in times of uncertainty, a CX expert shares the concrete steps to take to make sure your team has success in exceeding client and customer experiences.
Date Published February 3, 2021 - Last Updated January 29, 2021
In the first of this two-part series on how to deliver good service in the coming months of uncertainty, a customer experience expert shares the characteristics of a team poised to deliver a great experience every time for clients or customers.
Date Published February 2, 2021 - Last Updated January 29, 2021
We asked you who were your mentors and gurus in the IT service and support industry, and you responded. Now, we present to you our list of the top thought leaders who helped us navigate a turbulent year and a changing landscape.
Date Published January 27, 2021 - Last Updated February 19, 2021
In a time when our teams are spread out geographically, it’s more important than ever to employ new tools and best practices for collaboration and support. Such collaboration can create many advantages for your team, each team member, and your bottom line.
Date Published January 26, 2021 - Last Updated December 16, 2021
In these days of semi-permanent distance work, it’s more important than ever to take the time to take tangible steps to build up the values that are needed for your business to succeed. Here are two key areas of focus to consider for creating accountability at every level.
Date Published January 25, 2021 - Last Updated January 28, 2021
Jeff Rumburg explains why ticket backlog is an important metric to measure, illustrates how to measure it, and suggests some performance targets.
Date Published January 19, 2021 - Last Updated January 20, 2023
Keep your team from spreading itself too thin and show the C-suite that you are aligned with company goals at the same time. Here are ways to reflect on whether your team is pulling toward bigger goals, and how to keep everyone engaged in those goals.
Date Published January 19, 2021 - Last Updated January 14, 2021
In 2020, leaders too often saw technology as an all-encompassing tool to replicate the in-office environment at home. The truth is that technology can never replace the need for leadership to set expectations and to provide a human touch to the work-at-home environment.
Date Published January 18, 2021 - Last Updated January 14, 2021
The most bulletproof business continuity plan doesn’t take into account the human factor of stressful, taxing events. Take a moment to see how you are best supporting your team in emotional times, and invest time into helping them feel supported.
Date Published January 13, 2021 - Last Updated January 14, 2021
Good leaders build strong relationships with those who report to them, and that requires being open and honest in your conversations. Here’s how one manager cemented a relationship that has lasted throughout a career by sharing a moment of heartbreak.
Date Published January 6, 2021 - Last Updated December 23, 2020