Giva Blog

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

Exploring the Future: Customer Service Industry Trends for 2024

Customer Service Industry Trends

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Without question, we find ourselves at the heart of an ever-evolving era in the customer service industry. From the integration of cutting-edge AI to the personalization of customer experiences and the seamless connectivity of omnichannel support, these trends are fundamental in defining the future of customer engagement and service excellence.

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14 Challenges in IT That Teams Are Facing in 2024

Challenges in IT

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In 2024, IT Service Management teams are facing more challenges than ever. In this article, we review the top 14 challenges in IT that many leaders and CIOs are saying they're struggling with. We also suggest what can be done to resolve these issues.

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Negative Words vs. Positive Words in Customer Service

Negative Words vs Positive Words in Customer Service

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The power of words is undeniable. Every customer service interaction, whether online, over the phone, or in person, has the potential to influence customer satisfaction. Understanding how language shapes the customer experience is key to positive interactions and resolving issues effectively.

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"Fit for Use" Service Delivery Fully Explained

Fit for Use

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In IT service delivery and other customer service initiatives, the principle of "Fit for Use" goes beyond mere functionality. It helps to assure that provided solutions not only meet predefined objectives but also align seamlessly with the needs and expectations of end-users.

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12 Top Techniques for Customer Service Problem Solving

Customer Service Problem Solving

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In the dynamic landscape of customer interactions, effective customer service problem solving is more than beneficial — it's a necessity. It's about recognizing that every conversation is an opportunity to transform a challenge into a solution. This approach leads to an enhanced customer experience, where every interaction is valued.

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IT Organizational Charts: 11 Examples for Any Business

IT Organizational Charts

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Nearly every business now relies on technology, and technologies never run absolutely perfectly. Maintenance is always necessary, which can include repairs, upgrades, and security fixes. These requirements and tasks fall under the category of Information Technology (IT). And so, any organization needs to consider IT initiatives when planning their business strategies.

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Understanding the Call Center Service Level: A Detailed Guide

Call Center Service Level

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To understand a call center service level, think of fine-tuning a well-oiled machine. Every component, or metric, plays a vital role in ensuring the machine runs smoothly and efficiently. Just as a vehicle needs regular checks and balances, a call center requires constant monitoring and adjustment to maintain high service levels.

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10 Benefits of an AI Knowledge Base and 8 Top Providers

AI Knowledge Base

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A Knowledge Base is a useful asset for customer service and IT Service Management (ITSM) teams. These can be used internally or externally, in the form of self-help or self-serve solutions for customers.

However, one of the main challenges in developing and publishing a Knowledge Base has been the amount of work involved in pulling together the information required. Now, with an AI Knowledge Base, organizations can more quickly and easily create and publish a Knowledge Base and keep it updated.

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AI Knowledge Management: What It Is and Comparing 9 Top Solutions

AI Knowledge Management

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Almost every company can benefit from using a knowledge base. But the advent of AI technologies are taking the traditional processes of Knowledge Management to a new level of benefit for support teams and businesses

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15 Top Ways to Elevate Your Customer Service Strategy

Customer Service Strategy

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In today's competitive business landscape, the way you handle customer service can set your company apart. The customer service strategy you implement can be the difference between a memorable and positive experience and one that is not.

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