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The terms metrics and measures are often used interchangeably, and while they are related,...
Date Published - Last Updated June 15, 2017
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Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich...
Date Published - Last Updated November 28, 2016
In last week's #HDIchat, we discussed support channels: Which ones are working? Which ones aren't? Which channels have you added recently? Which channels are you considering adding in the future?
Date Published - Last Updated December 15, 2016
The vast majority of customer care involves limiting the interruptions that send customers to your service desk in the first place. Proactive IT enables the organization to avoid detours, prevent incidents, and address or fix problems before they impact the customer.
Date Published - Last Updated February 26, 2016
if you want everyone in the boat rowing at the same speed, you must get the first oar in the water, then the next, and so on until everyone is contributing to the boat’s forward momentum. This is the essence of collective responsibility. Simulations can provide you with the game film, practice,...
Date Published - Last Updated February 26, 2016
Cost pressures, plus ever-increasing demands for your services...do you feel caught between a rock and a hard place, and set up to fail? The good news is, there’s an answer, and it’s not ...
Date Published - Last Updated February 26, 2016
As consumers have become more technically aware, they’ve become more willing to trust each other. This is having an impact on established providers of expertise and trust—and it’s changing entire industries. It’s vital that corporate IT departments understand ...
Date Published - Last Updated February 26, 2016
In service management, we come up with solutions and solve problems on a regular basis. It’s part of the job, and we are quite good at it. There are times, however, when a new problem arises and the usual solutions simply don’t work. The problem could be ...
Date Published - Last Updated February 26, 2016
In this article, I will present ten engagement techniques you can use to impress upon your employees the importance of their contributions and help them align their activities with your company’s strategies and vision. As you review the techniques, keep in mind that many can’t be performed...
Date Published - Last Updated February 26, 2016
We live in a world where database and analytical technologies are maturing at an amazing pace. Capabilities that were once the sole province of extremely large companies and governments are trickling down to our own companies and even ...
Date Published - Last Updated February 26, 2016