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Culture, Communication, and Clients: Moving an Organization Ahead
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One of the most critical relationships in any business is the one with customers. Without customers, there is no busines...
I Can Hear You Smiling: Emotionally Aware Support for Emotionally Exhausting Times
In January, we had high hopes that 2020 would be the "year of seeing clearly." If you ask me, the present sent...
Are You an "IT Flat Earther?"
Having led several global IT teams, I've flown around the world visiting offices from Trondheim to Tokyo, and friend...
Simple Tips to Manage End-User Feedback
Everyone who provides service and support strives to give the best experience possible. To ensure that we are hitting th...
Virtual Call Centers Bring the Service Desk Home
Business continuity via a hot site is expensive, reactive, and disruptive to staff who need to travel to that site, leav...

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