The true test of leadership comes when team members are underperforming. How you approach the underperformer may make all the difference for your organization.
Date Published February 23, 2022 - Last Updated January 20, 2023
The lack of skilled IT workers is hurting the deployment of emerging technology, according to a new survey from Gartner. In areas from cloud to cybersecurity, this crisis is expected to last for years to come.
Date Published February 16, 2022 - Last Updated January 20, 2023
In part 1 of this two-part series on EX, we discuss how the pandemic has created a seismic shift in employee attitudes and increased global competition for IT service employees.
Date Published February 1, 2022 - Last Updated January 20, 2023
In part 2 of this series on EX, we look at how the principles of ITIL 4 can help make a difference in retaining and recruiting your workforce.
Date Published February 1, 2022 - Last Updated January 20, 2023
In a digital and remote age, it’s often more difficult than ever to be understood. Here are some tips to improve your chances with colleagues and clients.
Date Published January 18, 2022 - Last Updated January 20, 2023
Best of HDI in 2021 - #9: Too often, staff from other departments have a negative view of IT. To change that, IT departments need to understand the needs of the rest of the workforce, listen to continuous feedback from their colleagues, and ensure that tech changes improve daily work conditions.
Date Published December 14, 2021 - Last Updated January 20, 2023
Managers must do more than be straight shooters and do hard work to gain their team’s trust. What’s also needed are small gestures of kindness that lets their teams know they care. Read more from a passage of “Trust Me - Restore Belief & Confidence in an Uncertain World.”
Date Published December 6, 2021 - Last Updated January 20, 2023
More tickets, less human contact is a recipe for burnout. Here are some concrete suggestions for how to help ensure your IT support team isn’t feeling overwhelmed. It may take a different strategy to dig out of the mountain of tickets, but it’s better than risking attrition.
Date Published December 2, 2021 - Last Updated December 16, 2021
Initiatives to integrate chatbots or voice recognition tools that do not take the customer’s experience into account may be doomed to failure. Here’s why taking the time to map out the customer journey may save a lot of headaches for automation efforts.
Date Published December 2, 2021 - Last Updated December 16, 2021
We all know that we have two weeks, at most, to fill a position, but too often we are stuck either hiring warm bodies or putting extra workload on our team. It’s better to prepare for the inevitable departures. Here’s how.
Date Published December 2, 2021 - Last Updated January 20, 2023