The first step to calculate the ROI of training includes developing your training goals, baselining current performance, and creating actionable learning objectives.
Date Published May 16, 2018 - Last Updated December 13, 2018
Data tells you what happened. Metadata adds value by providing information and context to help you understand why it happened.
Date Published May 15, 2018 - Last Updated December 13, 2018
Every company has a culture. The question is, is your company’s culture worth catching?
Date Published May 10, 2018 - Last Updated December 13, 2018
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