There are multiple reasons to strive for 100% linking. You want your support staff to follow the same process 100% of the time, not 60–80% of the time.
Date Published May 9, 2018 - Last Updated December 13, 2018
Jeff Rumburg looks at incident mean time to resolve (MTTR), which measures the average elapsed time from when an incident is opened until the incident is closed.
Date Published May 8, 2018 - Last Updated December 13, 2018
To create a successful knowledge management program, support staff need to understand the purpose.
Date Published May 3, 2018 - Last Updated December 13, 2018
If you think of your career as a project, a strategic framework can help you look objectively at your career, identify targets and measures, and set your course.
Date Published May 2, 2018 - Last Updated December 13, 2018
Automated systems are only as good as the knowledge you provide to them.
Date Published May 1, 2018 - Last Updated December 13, 2018
Measurements are a way of communicating what is important to the organization. Make sure yours balance the needs of customers, employees, and the business.
Date Published April 25, 2018 - Last Updated December 13, 2018
Studies confirm that gratitude—both given and received—has a positive effect on productivity.
Date Published April 23, 2018 - Last Updated December 13, 2018
Service and support organizations need to reduce transactional work that consumes time and resources and provide more opportunity for value-added activities.
Date Published April 20, 2018 - Last Updated December 13, 2018
Measuring innovation requires a different set of metrics than what you’ve likely been tracking.
Date Published April 19, 2018 - Last Updated December 13, 2018
Research shows that students forget 70 percent of what they are taught within 24 hours of the training experience.
Date Published April 18, 2018 - Last Updated December 13, 2018