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Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

Customer Service Excellence Across All Generations

Customer Service Excellence Across Generations

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Excellent customer service starts with empathy, patience, and understanding your customers' needs. To deliver this, it is critical for a service representative to understand how consumers think and react to a conversation. One major factor that determines the course and outcome of a conversation is the generational difference when dealing with a customer. This may be the first time in history that customer service representatives are tasked with dealing with customers from five generations. Because of this, it is not possible to have one approach for all customers. Rather, a service representative needs to deploy different strategies and special forms of communication to deliver exceptional customer service across all five generations. For that, a service representative needs to be aware of the differences in the mindset of each generation and must be able to meet the expectations of each group accordingly.

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How and When Might Be the Takeover by Chatbots in Healthcare

Chatbots in Healthcare

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With artificial intelligence taking over the world in the guise of convenience, there is no second thought now that AI will replace humans for complex jobs as well. Learning from human behavior, artificial intelligence has developed so much that it can even perform health care functions like tracking overall patient health, organizing appointments, and collecting patient data for storing health records, to name a few. Considering the present global scenario, where health care workers are hesitant with in-person patient contact because of the fear of contracting the Covid-19 virus, and with mass resignation of workers because of vaccine mandates at work in free countries, it looks like the conditions are fertile for artificial intelligence to compensate for the shortage of workers being faced in healthcare industries.

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A Guide to Vulnerability Management & Assessment Tools & Best Practices

Vulnerability Mgmt Tools and Best Practices

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What is Vulnerability Management?

When an end-user receives a notification for an update to a software or application, it is not always to provide them with new features or improvements to performance. In many cases, these updates are pushed to our tech devices to patch security vulnerabilities. Enter vulnerability management. This practice is critical to hardware and network security. Vulnerability management is the proactive process of identifying and ridding tech of malicious behavior before it leads to a full-out breach. It does not always mean an attack is imminent, however. It can sometimes also be the identification of opportunities for improvement as it relates to security practices.

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What is Service Integration and Management? SIAM Made Easy

Service Integration and Management (SIAM)

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What is Service Integration and Management (SIAM)?

Service Integration and Management (SIAM) is a successful outsourcing service model designed to handle multiple vendors. SIAM will help your company find new ways to improve its existing processes by leveraging more than one supplier for different aspects of business operations. The SIAM approach has been used by large organizations for many years, but it has not seen widespread adoption until recently. SIAM was created to optimize the critically-needed area of Information Technology (IT). These days, most companies rely on IT systems to run their business operations. To ensure that these systems continue functioning properly, they must have a SIAM provider who can manage all of their suppliers while also ensuring that they are using best practices when it comes to supplying IT services.

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Analyzing Robotic Process Automation (RPA) in Healthcare, Finance, and the Cloud

Robotic Process Automation (RPA)

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What is Robotic Process Automation (RPA)?

Many organizations have turned their attention to automation to eliminate or reduce time-consuming tasks. This technology allows employees to focus on work that brings more value to the bottom line. With Robotic Process Automation (RPA), organizations automate tedious tasks, such as processing transactions, inputting data, and sending communications. Implementing an RPA into your organization can reduce the cost of labor and the risks associated with human error. Your clients may also see improved response times and accuracy of information sharing.

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What are the Differences Between Grid, Cluster, Utility & Cloud Computing

Computing Technologies

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Organizations of all sizes utilize technology, especially computers, to facilitate their day-to-day operations. From on-site infrastructure to cloud computing, the way information is created, stored, and shared has changed drastically. Organizations that have taken a modern approach to their IT setup are not only employing cloud solutions, but also other computing methods, such as grid, cluster, and utility.

What is the difference? How can they help your organization with productivity? We want to assist you in making an informed decision on your new or updated computing setup. Continue reading to get the scoop on the disadvantages and advantages of grid, cluster, utility, and cloud computing in the workplace.

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NIST Cybersecurity Framework (CSF): The Ultimate in Data Security

NIST Cybersecurity Framework (CSF)

What Is the NIST Cybersecurity Framework (CSF)?

The NIST Cybersecurity Framework is the ultimate in data security. It is an incredibly important topic for any business, and understanding the basics of it can help protect your company from cyber risk.

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Service Design vs. Product Design vs. UX Design, with Designer Skills Required & Examples

Service Design vs Product Design vs UX Design

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Service Design

What is the Importance of Service Design?

The most important reason for the success of a company providing services to its customers is its service design, which is the first point of contact between a company and the customer, and sets the customer's first impression of the company. Did you ever question how air ticketing, hotel booking, or banking services have become so convenient that even a non-technical person can use them easily, or did you ever feel that using one mobile phone service is much easier to use than another? Who makes these services user-friendly and convenient? Well, the answer is a service designer. A service designer is a person entrusted with the role of creation a service design for a company.

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IT Financial Management (ITFM): Definition, Tools, Getting Started, & ITIL Training

IT Financial Management

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When it comes to drafting up the yearly budget, organizations are always looking to gain efficiencies. This could involve cuts to programs, salaries, or physical equipment. There are always more dollars to be saved. 

Sometimes, it is not about making cuts but simply managing finances more efficiently. Putting more money towards new programs or initiatives and hiring more employees to meet demand are examples of re-prioritization. 

Whatever the situation at your organization, an IT financial management system (ITFM) can help you plan, maintain, and meet the economic goals set forth. Let us take a look at some of the essential elements of ITFM. 

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The Complete Help Desk Technician Job Description & How To Become One

Help Desk Technician

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Help desk technician is a job that does not seem to be talked about enough. It is an essential position in any business, and it is not going anywhere anytime soon. Those in these positions often work in the IT department of an organization but can also be employed by a software company or other vendors that sell computer-related products and services to businesses.

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Client Success

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  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
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  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms