Even though my son is now a teenager, I still go into his room at night to check on him […]
Crossed Arms Syndrome What Does Your Body Language Telling Your Customers? Read More »
In tech support for higher education, we have the unique opportunity to provide students with a great real-world experience of
Duquesne University’s Journey to Build a Strong Student Support Staff Read More »
Often, it requires more than raw IT skills to deliver great IT support for customers and clients. Here, we discuss
How to Recruit and Hire Non-IT People for IT Roles Read More »
We have all been there, having to call customer service of a company for which we are a customer. We
Don’t Overlook the Importance of Communication Skills Training Read More »
Here’s a deep dive into the strategy behind managing the conflict and emotions of heated moments and contentious relationships. Most
What We Need to Know about Conflict Read More »
Chat, a.k.a. live chat or web chat is still gaining in popularity. We hear of organizations adding it every day,
Chat for Support: Some Things to Consider Read More »
You have spoken! The votes have been tallied, and the results are in for the Top 25 Thought Leaders in
Top 25 Thought Leaders in Technical Support and Service Management for 2017 Read More »
I have always had the heart of a desktop technician. Anyone who does realizes that all we really want is
Measure the Customer Experience in Desktop Support Read More »
Optum is a division of UnitedHealth Group, Inc., located in Eden Prairie, Minnesota. It is one of two major UnitedHealth
The Journey to Team Excellence: Optum Read More »
Imagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and
Understand the Customer Experience Journey Read More »
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