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

5 Ways to Remedy a Bad Customer Service Situation

5 Ways to Remedy a Bad Customer Service Situation

No matter how hard you may try, delivering great customer service all the time may simply not be possible. Even if you take your job seriously, slip ups will inevitably occur. Significantly, providing perfect customer service is not what makes your organization great, rather it is the way in which you handle bad situations with customers. Here are a few tips on how to remedy a bad customer service situation:

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4 Compelling Reasons to Outsource Your IT Help Desk

4 Compelling Reasons to Outsource Your IT Help Desk

While keeping your help desk close to home may have its advantages, sometimes its processes become too much to handle and outsourcing your service desk begins to appear like a better option. Listed below are several advantages to consider for outsourcing your help desk to a third party vendor.

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9 Valuable Tips From Knowledge Management Experts

9 Valuable Tips From Knowledge Management Experts

Knowledge management (KM) is the cornerstone of any organization. It is what employers use to function and what they rely on to provide good customer service. Giva has compiled nine nugget tips from four KM experts:

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Is Your Customer Service Team Lacking in These 4 Areas?

Cybersecurity Awareness Month

You answer the ringing phone on your desk. "Customer Service. How may I help you?" The response you receive is high pitched with agitation. "Hello, I've been waiting for 3 days and I still have not received my..." You can sense that the caller has sat through many long phone calls before she was able to finally reach you, the Customer Care Manager. She complains about the careless attitude of your company's CS representatives, the slow response time and a long list of other things. You understand from her complaints that she has been repeatedly ignored, lied to and made to chase her own tail. This is the fifth time you receive a call like this today and decide that something must be done.

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7 Best Practices for Knowledge Management Organizational Culture

Knowledge Management Best Practices

The effective implementation of Knowledge Management (KM) can reap great rewards. A decrease in expenses will take place even if an increase in revenue does not occur. However, the reality is that not all businesses are capable of building successful KM databases and most of their issues lie with organizational culture. Here are seven best practices in organizational culture that can help in ensuring a lucrative KM initiative:

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4 Steps to Strengthen Your Digital Customer Service Strategy

Digital Customer Service Strategy

Traditional customer service was very simple. A customer would visit or call the vendor, ask for assistance and that was that. But things have changed. Today, CS points of contact are numerous, more distant and require much more maintenance. However, the one element that has remained a constant all throughout these changes is the end-goal; customer satisfaction. Consequently, businesses are always looking for new ways to further develop their newly digital customer service systems. Listed below are four ways which can make this possible:

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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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Top 5 Customer Service Trends in 2018

2018 Top Customer Service Trends

The year 2017 witnessed many significant changes and developments in the customer service industry. Customer service professionals are always looking for ways to keep with the times and meet the constantly evolving customer demands. This is because it is expected that within approximately two years time, customer experience will surpass cost and product as a key brand differentiator. Below is a list five predicted trends in customer service that may appear in 2018:

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5 Signs it is Time to Change Your Help Desk

Help Desk Problems & Issues

Have you noticed that your help desk can no longer support your organization's efficiency levels? Are its service levels at a constant decline? Do you feel that you can receive better value for your money from a better and more accommodating help desk? Here are five indications that your current help desk is no longer the best option for your organization:

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6 Important Considerations for Cloud Service Level Agreements (SLA)

Cloud Service Level Agreements

When it comes to cloud computing, service level agreements (SLA) act as both the structure and warranty of the terms of the relationship between the consumer and provider. SLAs that are tailored toward services in the cloud often include information that differs from other agreements of the same stature.

The following are important 6 considerations for service level agreements customized for the cloud of which to be aware:

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