Dec 4, 2017 | Customer Service, Customer Tracking
Imagine this, you’re providing a service to customers, but you aren’t receiving any feedback. It can be a difficult position to be put in. As humans, one of the hardest things to deal with is the unknown. No one likes being left in the dark, especially...
Nov 30, 2017 | Education, Time Management
When you are talking about workplace morale, often the blame is laid on the emotional bonds between coworkers and managers. However there is a larger part to workplace morale; it is the employees satisfaction, out look and wellbeing in the workplace. There are aspects...
Nov 28, 2017 | Uncategorized
SSO stands for single sign-on and is a user authentication service that allows a user to use one set of login credentials. For example, a username and password to access multiple services and applications. The service recognizes the user for all the applications. SSO...
Nov 14, 2017 | Project Management, Project Management Software, Project Management Tools, Strategy
Managing an organized work schedule and workload can be difficult. Managing many peoples workloads and schedules can be even more difficult. Having systems in place to organize the resources, events, and schedules will make the job of the project managers a whole lot...
Nov 5, 2017 | Customer Service, TeamHeadquarters, Ticketing System
In a study done by the US National Library of Medicine, they confirmed that longer wait times establish extremely negative influence on customer satisfaction. Additionally, they also found that other aspects of the business functions were viewed negatively,...
Oct 30, 2017 | Customer Service
Your customers are everything. Period. If you are selling a product or service, the customers who do business with you are the reason to why your business is growing. Whether they have a good experience or poor experience, they will discuss their experiences with...
Sep 20, 2017 | Customer Service, Help Desk, ITIL, ITSM, Self-Service Portal, Service Level Agreement
We’re working together with a long-time user of TeamHeadquarters, who will be using SLAs to solve business issues and who has recently developed a business strategy that establishes IT as a core organizational competency. The Business Issues Internal business...
Sep 18, 2017 | Customer Service, IT Help Desk, ITIL, ITSM, Service Level Agreement
As an IT Manager, you are tasked with developing Service Level Agreements, (SLA), measuring compliance to the SLA and taking corrective action when violations occur. Help Desk systems create significant volumes of “dark data” that, when mined, provide insight critical...
Sep 11, 2017 | Help Desk, ITIL, ITSM, Service Level Agreement
Recently I met with a client specializing in the delivery of high-speed internet to residential and commercial customers. I was invited to help develop a customer retention and acquisition strategy. The firm needed a way to differentiate their company from the...
