The State of Technical Support in 2024: Key Takeaways
Despite slower job growth, tech support isn’t going away any time soon. A time may come when technical support goes the way […]
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Goodbye, Desktop Support Team. Hello…
It Is Time To Usher In A New Era in Desktop Support Desktop support, as we’ve traditionally thought of it, is becoming a dinosaur. As organizations continue
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The Balancing Act of Enhancing Customer Experience and Employee Engagement Amidst Cost-Cutting Pressures in ITSM
There is a lot to consider, here is what it is. IT Service Management (ITSM) professionals are tasked with the
From Setback To Success – Rebounding From A Job Loss
I unpack what you need to do if this happens to you. Months or years of economic downturn, combined
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7 Humanly Empowering Ways To Keep Your Business Running
Your organization may be divided into different segments. By service, by product, by division/department, by business unit, geographical, or others. Each one of them will have teams that comprise of at least one or more individuals. These individuals have specific skillsets and provide service and support to your customers, users and stakeholders within your organization.
If you experience a service disruption that has high impact on your internal and/or external customers, it is expected that you have the policies and processes in place to deal with such a disruption. You may need to bring in subject matter experts from other teams or third-party vendors to diagnose, investigate, look at root cause, possible fixes, test, and hopefully arrive at an ultimate plan to restore services.
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Surveying Your Customers – Don’t Make These 7 Mistakes Testing
Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to
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Leading With Adaptability During Turbulent Times
A Good Leader Is Proactive, Not Reactive, And Highly be Adaptable. Life in the service and support industry, particularly on
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Embracing Shift Left To Improve Service Delivery
It Is Time You Started Embracing The Left Shift To Get Things Done In Your Org, Here’s Why More now
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Positive Culture is the Foundation of Any Successful Business
Positive Culture is the Foundation of Any Successful Business
A successful organizational culture is built upon a combination of factors that collectively shape the values, behaviors, and practices within a company. Dr. Jessica Kriegel of Culture Partners points out from a Stanford University study she managed that revenue growth in strong culture companies is 4 times that of weak culture companies. She clearly makes the case for having a strong culture and the benefits of this.
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The Power of AI Can Revolutionize IT Support
AI can and likely will transform the way IT works via automation.
Robots will take over the world. Or at least this is what science fiction authors have told us for years, and now it seems more likely than ever, but as anyone who has used generative AI to write and create artwork or music knows, humans still must tell AI what to do and how to do it.
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