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

Turning Customer Service Lemons into Lemonade

Customer Service Lemons to Lemonade

Sometimes life gives you lemons. It happens to you personally and it will happen with your business too. From the small issues like late delivery of a customer's order to the big ones like a product recall that threatens the bottom line, the trick to handling lemons is learning to make them into lemonade. Here are some examples of companies who turned lemons into lemonade and some tips for how to do it yourself.

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Outsourcing vs. In-House Customer Service

Outsourcing Customer Service

The eternal argument: should companies outsource customer service? The truth is, it depends. There are a number of factors that go into deciding whether or not to outsource your company's contact center. Let's take a look at both sides.

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5 Reasons to Use a HIPAA-Compliant Cloud Solution for Change Management

Cloud IT Change Management

IT Change Management has many benefits including automating the submission, tracking, and approval for IT changes. It also cuts costs, reduces support calls and increases employee productivity.

When thinking about these benefits, there is also the advantage of helping your company become more secure by having your change management platform in a HIPAA-compliant cloud infrastructure. A recent InformationAge article from Giva explains these benefits in detail: The five reasons to keep change management in a HIPAA compliant cloud

Although many cloud vendors have been around for years, it does not mean they are HIPAA compliant. Make sure your company does its research before choosing which vendor they will trust to keep their information secure.

Hiring Strategies for the 21st Century

Job Hiring

Like it or not, gone are the times where businesses could effectively eliminate candidates for hire based on things like their grade point average, the quality of their educational institution, and even something as basic as age. With the advancement of the technological world and constant innovation, businesses are more strapped and stressed than ever trying to find qualified candidates for positions that are growing in relevance, such as qualitative analytics. This is because, as times change, hiring practices have not. Pre-qualifications that are borderline discriminatory to a good portion of essentially qualified applicants are eliminating an entire potential workforce.

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4 Benefits of Mind Mapping

Mind Mapping Process Success

One of the best ways to organize your thoughts is through Mind Mapping. This concept has been around for a while and it is one of those rare things in life where there is no right or wrong. Mind Mapping can be used for planning team projects or just as a personal way to keep track of your thoughts. Let's take a closer look at the concept.

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Healthcare Customer Service

Healthcare & Patients Customer Service

Good customer service is important in any industry, but especially in healthcare. Patients are essentially the customers of the healthcare industry and their happiness is key. Providing better customer service will go a long way towards improving the healthcare experience.

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Why to Encourage Negative Feedback from Customers

Setting Goals

Is your company's customer service department stuck in the mantra that negative feedback should be swept under the rug and kept silent? Negative customer feedback can be a death knell in today's world of intense competition, social media and instant virtual report cards, but it doesn't have to be!

In Giva's recent Customer Think article "Why Encourage Negative Feedback to Make Customers "Sticky"?' learn how to embrace negative feedback and turn your customers into a massive marketing force. This guide details how to make the best out of unfavorable responses to keep your customers coming back every time!

3 Considerations When Setting Service Level Goals

Service Level Goals

Service level is an important KPI in a call center. Basically, service level is defined as the percentage of calls answered within a specified number of seconds. A common example is 80% of calls answered within 30 seconds. This is sometimes considered an industry standard, but customer service is about more than just a speedy response. Let's take a look at some of the other factors involved in setting service level goals.

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Healthcare Cloud Security & Transparency Best Practices

Healthcare Cloud Security Best Practices

As of late, the healthcare industry has become the target to hackers trying to steal patients' private information such as social security numbers and health records. Now more than ever, healthcare organizations must do all they can to keep patient information secure. Using software in the cloud can provide many benefits, but with the sensitivity of healthcare records, organizations might be hesitant to move to the cloud. However, cloud software companies are rising to this challenge, making switching to using the cloud for health IT a more viable option.

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3 Tips When Making Tough Business Decisions Involving Employees

Employee Management & HR Decisions

When it comes to making business decisions involving employees, things can become a little difficult for any business, no matter the size, to navigate. If one is very involved with the employees, it can be difficult on a personal level. Even though studies have shown that getting to know employees on a personal level, and not just in a business setting, increases happiness in the workplace, management of all forms and levels are often discouraged from getting to know employees on a personal basis for this reason.

This difficulty is often amplified when a business needs to be letting go of employees. Whether it is in the process of downsizing, or simply has to cut out employees because of technological advancements and integration, here are three things to keep in mind:

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