Why You Must Kill Your VPN to Support Remote Work
Organizations must overcome the limitations of VPNs to become true digital businesses and rethink how they can better support and […]
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Featured Article
Introducing Cloud Contact Center, Enterprise Style
Experts predicted that it would take some time for the industry to adopt cloud technology because of initial limitations, but
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One IT Service Vet’s Advice? “Listen. A lot.”
We ask five questions of Lisa Kemp Jones, who leads the Customer Engagement unit of IT Services at UCLA and
One IT Service Vet’s Advice? “Listen. A lot.” Read More »
The Biggest Security Threats to a Mobile Workforce
As the remote workforce expands exponentially, many workers are doing critical day-to-day work on their mobile phones. This creates a
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Difficult Performance Conversations: The 5 Ws for Success
Whether you are holding a coaching meeting, a monthly one-on-one, or a more serious “difficult conversation,” you want results and
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A Map for Service Desk Improvement
In my article, Is Your Organization Good at Getting Better?, I discussed the importance of developing the organizational capability of continual improvement.
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How IT Proved Its Worth in 2020
In the face of the COVID-19 crisis, IT showed incredible innovation and resolve, and silos were broken down between IT
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Employee Engagement is a Vital Part of the IT Mission
A good IT experience may be the key to improving employee engagement, but too often IT initiatives to improve employee
Employee Engagement is a Vital Part of the IT Mission Read More »
Using Value to Sell Improvement Initiatives
Many organizations are starting to evaluate all the components that make up their operational model. It’s more important than ever
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Creating a Compelling Purpose Statement for Knowledge Management
Knowledge management requires breaking down long-established silos within the organization. Communicating the “why” of knowledge management in a clear way
Creating a Compelling Purpose Statement for Knowledge Management Read More »