3 Tips to Help You Hire an Amazing IT Service Desk Manager
We often hear about the skills drought in IT. If you attend any industry event, or simply dip your toe […]
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The Mission of Tech Support Has Changed
The mission of technical support has always been to get people back to work as rapidly as possible after they
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What Works in Training: Repetition
In previous articles, I have discussed the following research-backed techniques for training: Using multiple senses Chunking the content Aligning the
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The Myth of Proactive Problem Management – Part 4
This post is part of a 4-part series by Adam Krob and Bill Stockton. See Part 1, Part 2, and
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The Conundrum of Healthcare IT Support: Can Technology Help?
Recently, I had a long conversation with an HDI member (I’ll call him “Max”) who is an IT support manager
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Next-Generation Service and Support in a Mobile-First, Cloud-First World, Part 2
If the rate of change on the outside exceeds the rate of change on the inside, the end is near.
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The Myth of Proactive Problem Management – Part 3
This post is part of a four-part series by Adam Krob and Bill Stockton. See also Part 1 and Part
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The Myth of Proactive Problem Management – Part 2
This post is part 2 of a four-part series by Adam Krob and Bill Stockton. See Adam Krob’s Part 1
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No More Nonpologies: Apologize to Customers Like You Mean It
There are about one thousand varieties of insincere apology. There’s the smirking “Sorry if you were offended” apology which blames
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Turbocharge Your Metrics with Benchmarking!
Most service and support organizations make improvements only incrementally, through trial-and-error. As a result, fewer than 10% ever achieve world-class
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