Giva Blog

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

Call Center Best Practices and Innovation Ideas for the 2020s

Call Cdnter Best Practices and Innovations

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Whenever we think of a call center, what comes to our mind can be the image of a warehouse-sized room packed with desks and air conditioners where you can hear phones ringing continuously and agents working tirelessly answering the phone queries. However, such visuals are rare these days.

A contact center is an essential part of a company as it provides customer support and generates leads, and the latest call center innovation ideas have made them economical and scalable for companies. If you are planning to start one for your company, below is everything you need to know about the innovations and best practices for a call center which are essential for its effectiveness. But before exploring call center best practices and innovations, we first need to understand a few foundational ideas about call centers.

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Avoid These 11 Common Mistakes When Building a Knowledge Base

Mistakes When Building a Knowledge Base

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What is a Knowledge Base?

A Knowledge Base (KB) is a crucial part of knowledge management in any business. It is a collection of information that is organized and accessible to employees so they can find what they need on-demand. In this blog post, we will discuss the benefits of knowledge bases and how they can help improve IT management and online library services.

Benefits of Knowledge Management

The following are some primary knowledge management system benefits:

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Customer Service Loving Their Haters: How to Respond to Negative Reviews Plus Examples

Handling Negative Customer Reviews

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The major obsession of companies using social media in the past was to make every customer or visitor fall in love with their company or their products. Because of this, companies used to panic whenever they received any negative reviews on their social media pages and did not know how to respond to them. Some of these reviews were genuine, and some were fabricated by their competitors. It is easy to fake a review to malign a company's reputation, thanks to the anonymity provided by the Internet. People these days conveniently post a negative review without hesitation, remorse, and without even thinking how much damage a casual negative review can do to a company's position if a company does not know how to respond to a negative review.

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Who Does What? How to Quickly Adopt ITIL Roles and Responsibilities

ITIL Roles & Responsibilities

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The ITIL Guru sat at his desk, looking over the latest monthly IT performance summary. Since he was the Continuous Improvement Practice advisor, he tried to make sense of it. The phone rang.

"Good morning. How may I help you?"

"Hi, Guru. I am the new CIO, Bill. I met with the executive board today. After investing in an ITSM (IT Service Management) tool and ITIL 4 Foundation training, the board is concerned that our IT performance has not significantly improved. I understand that you came to our company with a lot of ITIL experience. Do you have any insights?"

"I was reviewing the performance summary when you called. You are right, and the reports do not show a significant change. There is only one reason for such an overall result. We have not fully embraced ITIL through roles and responsibilities."

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Help Desk Metrics: KPIs for How to Measure Effectiveness and Training Opportunities

Help Desk Metrics

Photo Attribution: Jemastock/Shutterstock.com

The ITIL Guru sat at his desk, looking over the latest monthly help desk performance summary. Since he was the Continuous Improvement Practice advisor, he tried to make sense of it. The phone rang.

"ITIL Guru. How may I help you today?"

"Hi Guru, this is Kevin from the help desk. I wonder if you had some time to discuss my help desk monthly performances reporting?"

"Your timing is perfect, Kevin. Can you come to my office now? I have free time this afternoon."

"I am on my way."

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What are Chickens and Pigs in Agile: Involved vs Committed

Chicken and Pig Roles in Agile

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We know Agile project management to be a continual approach to planning and performing tasks related to a project. It breaks project tasks into smaller chunks, usually referred to as sprints and iterations. Sprints sound quick, but they can take up to a few weeks - depending on what needs to be done. This approach to project management has many benefits including more freedom, efficient resource use, better collaboration, and so much more. 

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3 Simple Tips For Improving Your Cybersecurity Hygiene

3 Simple Tips For Improving Your Cybersecurity Hygiene

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Nowadays, more than ever before, we are reminded to stay on top of our hygiene. Whether it is frequently washing our hands, sanitizing work stations, or keeping our distance from others, regular practice is key to preventing illness.

As we develop routines to keep ourselves physically clean, it is important to ensure that we also do not neglect the regular protocols that our technology demands. From computers to mobile phones and everything in-between, in 2021 there were approximately 11.3 billion connected devices worldwide. This number is forecast to grow to 27.1 billion by 2025. These very devices are often home to our most sensitive data. Keeping these items safe from hackers, viruses, and malfunctions requires regular upkeep. With this in mind, we have a few important considerations for building out a new or stronger "immune" system for your cybersecurity hygiene plan.

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What is a HIPAA Incidental Disclosure in Healthcare?

HIPAA Incidental Disclosure

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Sometimes, information not intended to be public knowledge is inadvertently shared with others. Just as easily as it can happen in a casual conversation with a friend, it can also happen in the workplace. So, what is an incidental disclosure? The incidental disclosure definition, according to the U.S. Department of Health and Human Services (HHS), is a, "disclosure that cannot reasonably be prevented, is limited in nature, and that occurs as a result of another use or disclosure that is permitted by the Rule." What happens when there is an incidental disclosure in a healthcare setting? There is not a clear-cut answer. It simply depends on the magnitude of the situation. In general, healthcare settings are fluid environments. That means that a patient overhearing another patient's diagnosis or a visitor catching a glimpse of a screen with some personal health information (PHI) is not common grounds to facilitate a HIPAA violation. 

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HHS Launches 405(d) Website for Cybersecurity in Healthcare

HHS 405d

The Cybersecurity Act of 2015 was designed to create a bridge between the Department of Homeland Security (DHS) and its National Cybersecurity & Communications Integration Center (NCCIC) to ease and secure cybersecurity-related information sharing that can be private or public. It was signed into law on December 18, 2015, by then-president Obama, and is considered the most important cyber-related federal law passed to date that facilitates cybersecurity-related information sharing between private sector companies and federal government organizations in a secure way, having a set mechanism. The Cybersecurity Act 2015 outlines NCCIC's role in assessing and reacting to cybersecurity risks and threat indicators. It gives authority to the president of the country to transfer control to deal with the cybersecurity threat to an entity other than NCCIC, even outside the DHS, except to the Department of Defense.

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5 Ways 5G Will Change the "Health" in Healthcare Forever

5G in Healthcare

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The 5th generation of mobile network, 5G, is designed to connect everyone across the globe at unprecedented speed. This new technology will provide more connectivity than ever before because of its unified interface. 5G utilizes millimeter-wave, allowing for data-heavy applications to be used more seamlessly. 5G will have a profound impact on many industries, including healthcare.

In this blog post, we will explore 5 ways 5G will change healthcare forever, including many 5G healthcare use cases!

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