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

The Plus Side to Customer Escalations

Customer Service Feedback Escalations

Dreading that email from your customer service team that tells you a customer has escalated a complaint? You shouldn't be. Giva's recent TMCnet article "Customer Escalations: Why You Should Reward Customers Who Complain" explains how an escalation can be a good thing.

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The Giva Challenge: Giva Customers Are Talking! MetroHealth System

MetroHealth System

MetroHealth System, a hospital system providing quality care for over 175 years, has a history of constant growth and expansion. With humble beginnings in 1837 as the Cleveland, Ohio city infirmary, serving a population of 6,000 people, it experienced exponential growth with the arrival of the industrial revolution. Today, MetroHealth is one of the largest and most comprehensive public health systems in the country.

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2015 IT Salary Survey Highlights

Salary Survey

TechTarget recently published the results from their 2015 IT salary survey; a compilation of information from 1,783 U.S. respondents spanning all different levels of IT personnel.

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Recovering Lost Trust

Recovering Lost Trust or Bad Reputation

The worst has happened. A product that took months and months to develop has to be recalled. A database with thousands and thousands of files containing personal information has been breached. The CEO is resigning, the media are relentless, and the customers are distraught.

Or perhaps there has been a breakdown in customer service, and the tarnishing of your company's reputation is spreading like wildfire on social media.

It is a PR nightmare, but eventually you wake up and another day begins. Now it is time to start recovering lost trust.

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11 Ways To Become a Better Leader In IT

Successful IT Leadership

CIO.com asked several authors and IT industry experts how to become a better CIO, or for that matter, a better leader. Each individual stressed the importance of time commitment in order to become better individually or collectively as a team. Below are 11 different highlights to consider:

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Employee Care - The Workplace of the Future

Workplace Culture

Today, corporate culture greatly varies depending on the company. It may be conservative and hierarchical, or free-spirited and jovial. But the importance of a company's workplace culture cannot be understated.

A workplace's culture makes a huge difference in the happiness and productivity of the employees. What makes the most productive, fruitful, and ethical workplace environment for employees to thrive?

Using as an outline an article from PENCIL, an organization reviewed by the Nonprofit Times as one of the Best Nonprofits to Work for in 2015, this expounds on it to include useful tips for creating one's desired future workplace.

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Joining the Board of Directors

Joining the Board of Directors

There are many reasons for Chief Information Officers to be eager to join an external Board of Directors. Most notably, by serving on an external board, a CIO has many more opportunities for personal and professional growth. In Carrie Matthews' article, "Corporate Boards: What You Need to Know Before Joining One," she interviews several CIOs regarding their experiences as board members.

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The Higher Education Help Desk and Its Expectations

University/College IT Help Desk Support

When students are considering potential universities, they are increasingly weighing and comparing each university's technology offerings. More so than ever, it is critically important for IT help desks to fully understand all the constituencies the university handles. For "traditional" and "nontraditional" students, the university IT help desk is essential and incredibly helpful when network or software issues arise. Also, faculty and academic researchers expect an IT help desk to be intelligent and capable.

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5 Benefits of Workforce Diversity

Workforce Diversity

Workforce diversity entails that people from a mixture of cultures, ages, backgrounds, and races are working together. In recent studies, workforce diversity has been found to be valuable for public organizations and private firms. According to the IOSR Journal of Business and Management, these five factors are common benefits of workforce diversity:

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Service Catalogs as a Solution

Service Catalog

A service catalog is an electronic list of products and services made available to all divisions within a company as well as the company's clients. John Sundberg, author of the article "Technology of Business Alignment: Leveraging Service Catalogs Throughout Enterprise," makes the analogy that a service catalog is similar to a company's personalized Amazon.com, since it is a web-based interface that allows employees to "shop" for and request services. Once the "order" is placed, the service requested is monitored in real-time until the service is complete.

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