Disruption through Reduction Innovation is more than just a trend; it has become a requirement for organizations that want to stay competitive in today’s economy. But many organizations struggle with developing strategies that will genuinely innovate the workplace and serve customers in new ways. Without innovative strategies, your company is likely to underserve its customers […]
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We are all unique. Not everyone leads the same way. Confidence comes from using leadership techniques that are natural to you. As you enter 2018, begin by developing a leadership style that is not only effective but also allows you to feel comfortable in being the authentic you. What is Authentic Leadership? Authentic leadership is […]
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Knowledge Management FAQs When service organizations strive to evolve to the next level, knowledge management is a vital component of the strategic plan. Effective knowledge management contributes significant value to a service organization and reduces the cost of service delivery. But why do so many knowledge management initiatives fail to achieve the anticipated benefits? Why […]
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Lessons in Leadership Amy Eisenberg interviewed all the Top 25 Thought Leaders in Technical Support and Service to ask about their personal lessons in leadership and to get to know them better and learn what it means to be a community leader. Here is my interview with Amy. Tell us about your day job and […]
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With the proliferation of cloud computing services and the promise of cost savings and improved agility, organizations have developed aggressive cloud adoption strategies that have had less than favorable IT service management results. Organizations with an immature service management program are less likely to achieve the expected results from cloud computing due to process ineffectiveness […]
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Navigating the Road to Customer Satisfaction Customer Experience Management is a strategic focus on managing all interactions with a customer across the entire experience with a product or service. Organizations need to engineer a customer experience that creates a vision of what they want to provide, distinguishes services from the competition, and creates loyal customer […]
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Headed Out for Dream Vacation It was my dream vacation. I love warm weather. I love the sun. I love beaches. And I love Jeeps – in particular, my Jeep Wrangler. I grew up in Toledo, Ohio near the Jeep factory. My father worked at Chevrolet. I was rebellious – you get the picture. I […]
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Be a Good Customer My children will tell you that I am the worst person to give poor customer service. Why? Because I build customer service organizations for a living. And when I am on the receiving end of a bad experience, it is as if I am critiquing a paper in my head while […]
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Problems in IT Do you remember the television show Home Improvement? Tim “the toolman” Taylor had to have the most powerful tools and often super-sized his approach to solving household problems. I remember the episode when he supercharged the dishwasher. But his approach to solving problems and improving households represents something important for IT professionals […]
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Mapping support processes is an important step in creating efficiency n your support environment. Through modeling of the current environment, we can compare what exists today, eliminate any unnecessary steps, and clearly define roles and responsibilities. Once the process is mapped and efficiency achieved, key measurement points within the process help management to measure process […]
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