To many outside of the IT department, the service desk is there for when things go wrong. Here is a plan to make sure those within your organization know the value of the service desk, and think to loop IT stakeholders on key decisions.
Date Published March 10, 2021 - Last Updated December 16, 2021
An argument for why many customer satisfaction metrics can be boiled down to just three metrics that measure the efficiency of your process when it comes to tickets. Manuel Palachuk unpacks the concept of Agile, quite literally, with a real-world example of moving apartments.
Date Published March 3, 2021 - Last Updated December 16, 2021
An argument is made that those companies which are not doing everything they can to promote true diversity in the workplace may be shortchanging their bottom line, in addition to falling short on doing the right thing. Read why here.
Date Published February 17, 2021 - Last Updated February 11, 2021
A veteran consultant gives an in-depth definition of the concepts of teamwork, including definitions of the different types of teams and success factors to consider with your team. See if you need to work on your team building with your IT service and support department.
Date Published February 9, 2021 - Last Updated February 19, 2021
While voice-enabled customer care still has some technological hurdles to surmount, it is already being rapidly adopted as a go-to service for customer care because it offers convenient access to businesses on the customer’s schedule, and levels the playing field of communication for many customers.
Date Published February 8, 2021 - Last Updated February 11, 2021
Budgets are tight in the post-COVID-19 era. It will be more important than ever to ensure that you can justify every line item. Here are five tips for telling the story of your proposed budget in a way that creates a conversation and gets results.
Date Published February 1, 2021 - Last Updated December 16, 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
A service call should never be just a service call. Instead, it can be an opportunity to gather important information about the in-field experience of your customers and clients with your tech products. Don’t miss the opportunity to learn more about the customer experience.
Date Published January 20, 2021 - Last Updated January 14, 2021
As AI automates much of the grunt work of the traditional IT Service Desk, Mike Hanson argues that its mission should broaden to include ticket service that can coordinate service requests for everything from facilities management to HR matters.
Date Published January 12, 2021 - Last Updated January 28, 2021
In the coming year, businesses will shift to a hybrid virtual/physical workplace for the long term, and IT service providers will need to adapt to meet the needs of this changing workplace. Here are some suggestions for how to do that.
Date Published January 11, 2021 - Last Updated January 29, 2021