Too often, IT deals only with the immediate tasks of its clients, and misses the big picture of customer care. Your team may do better by asking questions to get a complete understanding of what your clients hope to achieve.
Date Published March 17, 2021 - Last Updated March 12, 2021
We all have received a crash course in the problems that may arise with a sudden shift to working remotely. Here is a step-by-step guide with all the factors to consider, from equipment needed to performance expectations to legal liability.
Date Published March 16, 2021 - Last Updated December 16, 2021
Siloing IT can lead to siloed solutions for your business. Instead, your IT department should be empowered to holistically examine every step of the process of employee and customer interactions to come up with the best tools to help things run smoothly.
Date Published March 15, 2021 - Last Updated December 16, 2021
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
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
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
The cost of a security breach can be astronomical, and yet few businesses invest enough to prevent such breaches from happening. Here is a look as to why that is, and the steps needed to create a plan to secure your network and your customers’ personal identifying information.
Date Published March 2, 2021 - Last Updated March 12, 2021
Email was first hailed as a way to make communication more instantaneous, but it can’t substitute more immediate forms of communication that allow for back-and-forth discussion. Here is why email falls short in primacy as a communications method, and how to fix its shortcomings.
Date Published March 1, 2021 - Last Updated March 12, 2021
In a turbulent year, the last thing you need is high turnover at your IT service and support desks. Here are some strategies to help employees feel they can do meaningful work. If employed correctly, these ideas likely will lead to a win-win situation for employees and clients.
Date Published February 24, 2021 - Last Updated March 12, 2021
Award-winning customer service analyst Roy Atkinson shares critical writing on the rapidly evolving landscape of distributed teams in the COVID-disrupted workplace, and curates some tips that can help your workforce pull together and share sustained success in long-haul WFH situations.
Date Published February 23, 2021 - Last Updated February 19, 2021