In our continuing series on shifting to a value-driven service management model, Alma Miller discusses the lessons she learned from a disastrous 24-hour road trip with her family. During the trip, she learned the value of abandoning a plan that isn’t working for all stakeholders.
Date Published May 17, 2021 - Last Updated December 16, 2021
New AI may now be able to take on repetitive managerial tasks. Here’s a case for utilizing new automation tools to ensure that your organization’s processes and procedures are followed efficiently and correctly, and an introductory overview of workflow automation.
Date Published April 28, 2021 - Last Updated July 26, 2021
E-commerce sales are booming, and businesses have chosen expediency over security as they raced to keep up with customer demand during the COVID-19 pandemic. As the dust now settles on that sea change, it pays to find ways to make sure every transaction is secure.
Date Published April 28, 2021 - Last Updated July 26, 2021
One of the easiest tools to assist in continuous process improvement is the process control chart. It can help track when things go outside the norm, and help you diagnose problems in your service management. Here is a quick overview.
Date Published April 20, 2021 - Last Updated July 26, 2021
The pandemic has called into question traditional thinking on workforce management. Here is a case for why that may be a good thing for both employees and businesses. In short, flexible scheduling may help meet the needs of surging customer demand and fill small shifts at odd hours.
Date Published April 14, 2021 - Last Updated July 26, 2021
Every change initiative may die a silent death unless it is clearly documented and the process solves the problems your workforce faces. Here is a look at the value of clearly documenting processes, and then checking to make sure that what is written is what is being done.
Date Published April 14, 2021 - Last Updated July 26, 2021
The best way to retain customer loyalty is to avoid complications in the customer experience. Here is a suggestion for a hands-on approach for troubleshooting potential issues that customers may have experienced, with examples of how this approach has been implemented.
Date Published April 6, 2021 - Last Updated December 16, 2021
Too often sales and service were siloed from each other, but that should change, says one analyst. Ivan Moore argues that we need to adapt to be more agile, and train service teams to help cross-sell after fulfilling a customer service request.
Date Published April 5, 2021 - Last Updated July 26, 2021
Every organization needs an IT department, but many smaller orgs can’t afford the cost of the staffing necessary to meet IT needs. Some organizations are employing on-demand, outside help to augment their internal IT needs. Here is a look at the possible advantages of this approach.
Date Published March 23, 2021 - Last Updated March 6, 2025
Leadership requires looking in the mirror and evaluating what you’re doing well and what you need to improve. In this article, we take a look through the tough questions leaders need to ask, and why sometimes we fail to ask them.
Date Published March 10, 2021 - Last Updated February 11, 2021