Giva Blog

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

Navigating Negative Online Reviews: Insights for Healthcare Providers

Handling Negative Reviews

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Online reviews wield significant influence on public perception, including for healthcare providers. Responding to reviews is crucial, but it must be done while safeguarding patient privacy and complying with HIPAA regulations.

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What Does Business Relationship Management (BRM) Mean in ITIL?

IT Business Relationship Management

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In any IT-based service operation, such as IT Service Management (ITSM), especially when they operate on ITIL principles, a Business Relationship Manager (BRM) is the go-between with the rest of the organization.

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5 Essentials Every Customer Experience (CX) Strategy Must Have

Customer Experience (CX) Strategies

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The Importance of a Customer Experience Strategy

In today's competitive business landscape, delivering exceptional customer experiences has become a critical factor for success.

A customer experience strategy encompasses a carefully crafted plan that outlines how an organization intends to meet and exceed customer expectations at every touchpoint. It goes beyond providing excellent customer service or support; it involves a holistic approach to shaping a customer's experience with a brand or organization. However, a customer experience strategy is not a static document or a one-time effort. It requires continuous evaluation, refinement, and adaptation to evolving customer needs and market trends. Customer service (CS) and customer experience (CX) managers are responsible for keeping this strategy alive, updated, and aligned with the organization's goals.

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What is Ticket Deflection? Streamlining Customer Support for Enhanced Efficiency

Ticket Deflection

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In today's ever-changing, technology-driven world, organizations strive to provide efficient and effective customer support. One strategy that has gained significant attention is ticket deflection. By proactively guiding customers to self-service resources and resolving their issues without the need for direct contact, ticket deflection streamlines support processes and benefits both organizations and customers.

In this blog post, we will examine the concept of ticket deflection, its benefits, and how organizations can leverage tools to enhance their support operations.

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Giva Guide to Knowledge-Centered Service (KCS) in IT

Knowledge Centered Service (KCS)

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Knowledge-Centered Service (KCS) in ITSM is a way of capturing and retaining internal knowledge while people are working.

KCS Meaning

Knowledge-Centered Service (KCS) is a system and training process comparable to ITIL®. It's a system of best practices that IT service management teams can adopt to improve knowledge retention, iterative learnings, and lessons from critical incidents and change management.

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What Is Edge Computing?

Edge Computing Technology

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Edge computing technology is a decentralized approach that minimizes latency, strengthens security, simplifies scaling and more. How does it work, and how does it compare to cloud computing? Everyone should know a few key traits of edge tech and its main applications today.

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How Personal Knowledge Management (PKM) Fits Into ITIL Knowledge Management

Personal Knowledge Management (PKM)

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In almost every profession and job, personal knowledge management (PKM) is something most of us do every day without realizing it.

When you start a new job and learn the ropes, you take notes and organize them (ideally) so you can do your job better.

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Artificial Intelligence (AI) and Its Threats to HIPAA Compliance

AI HIPAA Compliance

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In today's rapidly evolving healthcare landscape, artificial intelligence (AI) has emerged as a powerful force, revolutionizing various aspects of patient care and operational efficiency. Integrating AI technologies into this setting holds immense potential for enhancing diagnosis accuracy, streamlining workflows, and improving patient outcomes. However, with the increasing adoption of AI in healthcare, artificial intelligence issues and concerns have come to the forefront.

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Guide to Knowledge Management Best Practices, Tools, and Features

Knowledge Management (KM) Best Practices

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Knowledge management serves two purposes: giving front-line, usually customer-centric staff, the information they need to provide customer service. These are known as internal knowledge bases.

At the same time, customer-facing knowledge bases are an integral self-serve solution and part of the customer experience.

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Top 7 KPIs for Measuring Change in ITIL

ITIL Change Management KPIs

Change Management, now known as Change Enablement in the Information Technology Infrastructure Library (ITIL®), is a way of managing change requests and implementing updates and changes in software, applications, and IT systems.

As IT leaders and professionals know, ITIL is a best-practice framework or set of best practices that guide IT Service Management (ITSM).

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