Tell us who you follow on social media when it comes to learning about technical support, service management, and experience management.
Date Published November 29, 2023 - Last Updated February 16, 2024
Support expectations rely largely on completion targets, but this is not their purpose. How can we improve this situation?
Date Published November 13, 2023 - Last Updated December 5, 2023
While every organization is different, some common skills define leadership roles. The service and support industry folds in even more unique, constantly evolving competencies. Let's examine some skills necessary to climb the leadership ladder, specific to leading people.
Date Published July 27, 2023 - Last Updated February 16, 2024
Compassion and commitment are two often-misunderstood qualities, yet they can greatly influence effective leadership. Let's explore these two qualities in greater detail.
Date Published July 26, 2023 - Last Updated February 20, 2024
Leading with emotional intelligence is a critical factor in the success of your team, enabling you to develop trust, nurture engagement, and foster creative, innovative problem-solving.
Date Published July 25, 2023 - Last Updated February 20, 2024
Our management approach should have evolved beyond the practices we read about or saw in practice in the previous decades or centuries. Unfortunately, the internet is replete with stories about bad management behaviors.
Date Published July 14, 2023 - Last Updated February 16, 2024
Investing in training for yourself or team members isn't a bad thing, as long as you're doing it for the right reasons.
Date Published July 13, 2023 - Last Updated February 20, 2024
It doesn't take a self-aware, hyper-intelligent artificial intelligence to have a massive impact on the service and support industry. The continued advancement of this technology has led many to be concerned about the human impact. Is AI going to eliminate jobs?
Date Published July 12, 2023 - Last Updated February 20, 2024
Inaccessible data can be worse than nothing. Here is how to address the issue.
Date Published July 5, 2023 - Last Updated February 20, 2024
With the rising popularity of generative AI, such as ChatGPT, cybercriminals are likely to exploit its capabilities for convincing phishing scams and in-depth vulnerability research.
Date Published June 28, 2023 - Last Updated February 20, 2024