How and Why to Market the Service Desk Within Your Organization
To many outside of the IT department, the service desk is there for when things go wrong. Here is a plan to make sure th...
Email is for Information, Not Communication
Email was first hailed as a way to make communication more instantaneous, but it can't substitute more immediate for...
What to Read About the Future of Working From Home
Award-winning customer service analyst Roy Atkinson shares critical writing on the rapidly evolving landscape of distrib...
How to Humanize the Remote Workplace, and Make Your Remote Teams More Resilient
If remote work is going to be a long-haul proposition, we must find new and sustainable ways to ensure our team stays co...
What Are the Characteristics of a Functional Team?
A veteran consultant gives an in-depth definition of the concepts of teamwork, including definitions of the different ty...
7 Steps Leaders Take to Ensure Your Team Can Deliver an Excellent Customer Experience
In this second part of a series on the future of delivering an excellent customer experience in times of uncertainty, a ...
Prepare and Energize Your Team to Deliver Exceptional Service in Uncertain Times
Recently, I signed up for the Covid vaccine through our Department of Health and Human Services. Like many of us, I work...

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