Giva Blog

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

Preventing Help Desk/Call Center Burnout: Ideas for Managers and Agents

Help Desk/Call Center Burnout & Stress

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Burnout, stress, and anxiety are at epidemic proportions, and it's a serious problem in IT, ITSM help desk, and call center functions across the US and worldwide.

Burnout "is a special type of work-related stress — a state of physical or emotional exhaustion that also involves a sense of reduced accomplishment and loss of personal identity."

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Breaking Down the CS-CX Organizational Silos

CS/CX Organizational Silos

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In the fast-paced world of business, organizational silos have long been a notorious challenge that can hinder growth and innovation. Picture a collection of separate departments or teams working in isolation, each focused solely on their own goals and priorities, disconnected from the broader organizational mission. This silo mentality can create barriers to effective communication, collaboration, and, most importantly, the seamless delivery of customer solutions.

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20 Call Center Scripts with Examples and Templates

Call Center Scripts

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Call center scripts assist support agents in providing the best customer experience in the unpredictable environment of customer service interactions. They can also help prevent customers from having a bad experience, which can increase customer loyalty.

Without call center customer service scripts, agents might find themselves lost for words or unable to know how to handle a situation, increasing stress and potentially employee turnover.

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Reactive vs. Proactive vs. Predictive: 3 Stages of Help Desks

3 Types of Help Desks: Reactive, Proactive, Predictive

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IT Service Management (ITSM) help desks can implement and deliver services in one of three ways: reactive, proactive, or predictive.

In many respects, these three levels represent different stages of the ITSM maturity model. Measuring ITSM maturity is a way of assessing "how good your organization or system is at self-improvement." If you're still delivering reactive IT services, then that suggests a lower level of maturity, which results in higher staff turnover, higher costs, and lower key performance indicators (KPIs), customer satisfaction, and service level agreement (SLA) scores.

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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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