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

5 Types of Help Desk: 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 software currently on the market.

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4 Proven Ways to Achieve Proactive Customer Service

4 Proven Ways to Achieve Proactive Customer Service

Proactivity in customer service is an efficient way of cementing customer loyalty while simultaneously decreasing service calls and ticket traffic by solving problems before they even come into existence. It does not necessarily mean anticipating your customer's every move. Rather it consists of predicting their needs and issues, while proactively providing them with solutions. Proactivity in customer service can be achieved by:

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Social Media: A Direct Path to Better Customer Service

Social Media A Direct Path to Better Customer Service

Oftentimes, news of an organization's social customer care (or lack thereof) goes viral and for a short amount of time, the business is put under the microscope by news outlets and social media users. It is at this point where its online presence and history are closely monitored. This provides it with an opportunity to impress curious users who decide to take a look at the services it provides and grow its customer base. But creating content in the hopes of going viral is not the only way an organization can leverage the ever growing popularity of social media. In fact, it is the most uncommon. Below is a list of ways that you can use your social media presence to strengthen customer loyalty and increase foot traffic to your business:

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How Fax Machines Today Can Still Allow Cyber Attacks

How Fax Machines Today Can Still Allow Cyber Attacks

In August of 2018, a group of researchers at Check Point Research successfully breached a system of computers through a vulnerability in a Hewlett Packard printer and fax machine. The team sent a fax containing malware disguised as an image to the machine, which stored the document, and gave the researchers access to all the computers on the network.

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Upcoming CIO Events in Canada for 2019

Upcoming CIO Events in Canada for 2019

Canadian companies today need IT leaders that are capable of adapting to the rapidly changing technology landscape and can promote information sharing and networking. Consequently, CIOs aim to stay up to date with new technologies and best practices through annual events. Below is a list of upcoming CIO events in Canada for the year 2019.

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Upcoming Canada 2019 Healthcare Security and Innovation Events

Upcoming Canada 2019 Healthcare Security and Innovation Events

In 2018, Canada witnessed some revolutionary changes to its laws regarding healthcare and data security. However, a report released in 2018 revealed it was also the country with the third most cyber security breaches. Consequently, it is important that healthcare organizations keep working towards stronger security measures while simultaneously improving the patient experience. Giva has compiled the following list of upcoming events in Canada focused on healthcare security and innovation:

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Upcoming CIO Conferences in the US for 2019

Upcoming CIO Conferences in the US for 2019

As the increase in digital technology opens up new business potential, revenue and growth, the role of the CIO is becoming increasingly complex and integral. Consequently, it is crucial that CIOs hone required skills as well as remain up to date with the constant changes in technology. The following is a list of upcoming CIO events in the US for the year 2019:

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Upcoming Canada Cybersecurity Events for 2019

Upcoming Canada Cybersecurity Events for 2019

In recent years, Canada has been working towards making itself more secure and protected by enforcing new cybersecurity legislation and protocols. However, one of the main reasons why the public remains ignorant on such a vital issue is due to a lack of knowledge sharing. Consequently, annual summits and conferences provide a platform for the government and industry experts to educate and raise awareness. The following is a list of upcoming cybersecurity events happening in Canada in 2019:

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4 Ways Millennials Are Changing the Healthcare Customer Service Game

3 Ways to Cure Corporate Amnesia Through Knowledge Management

The number of Millennials today has reportedly surpassed that of Baby Boomers to become the largest generation group in the US. Consequently, they not only dominate the commercial industry but also have a great influence on healthcare, meaning that in order for providers to stay on top of the generational shift, they need to develop their capabilities to cater to a more tech savvy population. Here are some of the ways Millennials have changed healthcare:

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3 Ways to Cure Corporate Amnesia Through Knowledge Management

3 Ways to Cure Corporate Amnesia Through Knowledge Management

The Business dictionary defines corporate amnesia as the loss of corporate memory: skills that were not transferred and valuable knowledge which was not (or could not be) documented, due to excessive downsizing, frequent layoffs, or un-managed employee attrition. Simply put, poor knowledge management is the cause of corporate amnesia and organizations need to work towards eliminating this issue. Here are three ways to do that:

  1. Knowledge exchange agreements

    Freelance work and the outsourcing of services have become prevailing forms of employment. Consequently, employees come and go and, in most cases, take the knowledge they acquired with them. To combat this issue, organizations should form knowledge exchange agreements with external associates and create for them a platform on which they can interact with full time employees and pass on vital information.

  2. Knowledge Management Systems

    This may seem like an obvious solution, but many organizations do not implement it. A KMS promotes the effective use of knowledge. It can help employees avoid wasting time searching for solutions; ensures there are no redundant pieces of knowledge in the system and helps users leverage the stored knowledge in their work life. However, one must keep in mind that a KMS will only benefit the organization if it is well curated, maintained and kept up to date.

  3. KMS search tools

    Google has reached the magnitude of excellence that you see today simply because it is a properly functioning search tool. People can rely on the fact that they will almost always find what they are looking for if they use the tool correctly. Similarly, a good KMS system should make it easy for employees to access data through features such as predictive analysis. Knowledge should also be marked with the knowledge provider's name or profile to allow others to gain direct insights from them if need be. Users should not feel that their search for knowledge will be complex and burdensome. Otherwise, their motivation to use KMS systems will diminish, making them obsolete.

 

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