Major Incident Classification
Subject:  Major Incident Classification Timeline Request:  Responses collated July/Aug 2019 Request: ...
Broadcast Messaging
Communication is a key facet and responsibility of Support Centres. As the Single Point of Contact, keeping customers in...
Password Policies & Practices
Password security and policies are our first line of defence against data loss, theft or corruption. Strong password pol...
Average Time to Fill Position
Guide: Brief discussion of factors that affect the time to fill a vacant support position. Question: What is the ind...
Online Chat as a Customer Support Channel
Online Chat started as an important tool for 24/7 e-commerce websites and has been utilised as an internal ICT team communi...

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