Executive IT Insights: Navigating Business, Tech, and Security

Explore "Executive IT Insights," delving into the executive realm of information technology. Our blog category is your gateway to business strategies, tech trends, and security insights. Whether you're an IT director, CIO, or executive, join us for a nuanced perspective on navigating the digital era.

The 3 Most Effective Organizational Change Management Models in Healthcare Practices

Change Management Models for Healthcare

Photo Attribution: Golden Sikorka/Shutterstock.com

Change management models are a crucial part of any organization. Healthcare settings in particular are known to be resistant to change and have a lot on the line when it comes to implementation. In order to stay competitive, it is important to know how best to implement change management strategies that will keep your organization running smoothly and efficiently. There are many different models for change management frameworks, but which ones work the best for healthcare?

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What is the State of Telehealth in Canada and Where Does it Lag?

What is the State of Telehealth in Canada and Where Does it Lag

Photo Attribution: Bagel Studio/Shutterstock.com

Telehealth can be super convenient, effective, and affordable. With the prevalence of COVID-19, many are now more comfortable with seeking medical advice from the comfort of home, rather than visiting a physical doctor's office. Today, there are many free and confidential telehealth services run by the public health authorities across Canadian provinces and territories. Generally, these services are government-run and match patients with healthcare professionals, all via the phone. Once connected, patients can ask for medical advice on a variety of non-emergency topics. Most of the subject matter will revolve around healthcare professionals advising patients whether or not the particular condition is something that can be managed at home, or something that should be referred to in-person care.

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Stop the Turnover: Maximize Help Desk Employee Retention & Prevent Agent Burnout

Happy IT Help Desk Personnel

Photo Attribution: Viktoria Kazakova/Shutterstock.com

IT help desks have some of the highest turnover, which is very costly, pushing 40%. Why is that? John Loyd suggests several reasons, including high stress, lack of experience, and feeling ineffective. And so, how can organizations and leaders go about maximizing IT help desk employee retention?

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3 Top Ways to Provide More Cost-Effective Customer Service

3 Top Ways to Provide More Cost Effective Customer Service

Photo Attribution: BoBaa22/Shutterstock.com

From the right tools to adequate staffing, customer service can turn out to be an expensive venture for businesses of all shapes and sizes. Most of the expenses incurred come from in-house teams, usually those working in a call-center. If customers get off of the phone with your in-house team and still don't have a resolution to their issue, that can also be seen as both time and money wasted. This is especially true if the customer decides to forego your business thanks to that particular experience.

According to Hannah Steiman of Peak Support, there are a few ways in which in-house customer service can become costly:

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The Difference Between Help Desk, Technical Support & Desktop Support & Skills Required

The Difference Between Helpdesk Technical and Desktop Support and Skills Required

Photo Attribution: Rosadu/Shutterstock.com

With continued growth in computer and hand-held device use in the lives of many brings increasing technical questions and problems that arise. And so, the field of supporting these systems grows along with it, which brings business opportunities for entrepreneurs, and employment opportunities for support personnel.

But there are different types of support needs accompanied by varying required responsibilities and skills. The following are the differences between, and skills required for, three common areas of support: Help Desk, Technical Support, and Desktop/Deskside Support.

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5 Winning Strategies in Responding to Negative Customer Feedback

5 Winning Strategies in Responding to Negative Customer Feedback

Photo Attribution: Golden Sikorka/Shutterstock.com

The way customers interact with businesses has changed rapidly in the last several years. This means that organizations have had to pivot their business and marketing strategies. Customers are becoming increasingly diligent about researching products and services before buying. The most powerful source of product understanding is customer feedback, which has become even more accessible now as online reviews are growing in power and number.

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Healthcare Cybersecurity Training: Here Are 6 Companies That Can Help

Healthcare Cybersecurity Training Here are 6 Companies That Can Help

Photo Attribution: Jaiz Anuar/stock.adobe.com

Employee error has long been acknowledged to be one of the main causes of healthcare security breaches. Still, a recent report by Kaspersky revealed that approximately one in four healthcare employees, ranging from doctors to admin staff, have never received cybersecurity training. Moreover, 11% of those that did receive training said that it only happened once during the on-boarding process.

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5 Key Changes Made to the NIST Cybersecurity Framework V1.1

5 Key Changes Made to the NIST Cybersecurity Framework V1.1

(Image source: Security Affairs.co)

In 2014, the National Institute of Standards and Technology (NIST) created a Cybersecurity Framework (CSF) that guides organizations in their journey towards developing secure computer systems. It sets a flexible foundation that all businesses can follow and sculpt to their needs. For this reason, it is extremely successful and is employed by a large number of organizations.

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5 Types of Help Desk Examples: Which is Right For You?

5 Types of Help Desk: Which is Right For You

Help desks are typically grouped according to their form of deployment, the size of a client's business and whether the software's source code is accessible and easy to alter. When searching for the perfect help desk, you must take these elements into consideration. The following is an explanation of the five main types of help desk examples currently on the market:

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4 Ways Governments Can Improve Service Level Agreements

Improving Service Level Agreements

Service level agreements (SLA) are formal agreements made between two or more parties as it pertains to a particular service. These documents provide guidelines for both the provider and the consumer during the life of a specified contract. A subsidiary of the Canadian Government, called Shared Services Canada (SSC), was formed in 2011 and took aim at adjusting certain parameters around SLAs within the Government of Canada in order to ensure efficiency.

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