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 »
In the introductory post on this topic, Enterprise Service Management: The Top 5 Things You Are Not Doing, I called out
Enterprise Service Management: Assessing Your Need for Cultural Change 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 »
We asked you who were your mentors and gurus in the IT service and support industry, and you responded. Now,
HDI's Top 25 Thought Leaders of 2021 Read More »
It’s bad when an employee falls for a phishing email; it’s worse if they hide it. Here’s how to help
Reduce the Shame That Comes with Phishing Attacks Read More »
The priorities of other departments may not always align with IT’s big picture but keeping stakeholders happy is worth the effort.
IT Must Allow Time for Some Non-Essential Work Requested by Other Departments Read More »
IT service involves on-the-fly interactions, so training should include opportunities to practice these improvisational interactions. Anyone involved with IT service
Role Play to Check Training Evaluations Read More »
If you don’t address the underlying concerns users may have with tech in general, no tech fix will be complete.
Don’t Ignore User Tech Anxiety Read More »
The sky didn’t fall when your team was sent home to work. Now, employers must provide true options for those
WFH is Here to Stay; That’s Likely a Good Thing Read More »
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