Incident Classification Fully Examined: Best Practices and How-To's
Incidents are an inevitable part of business operations and are not all created equally. That's where incident classification comes into play.
Giva's Incident Resolution Guide for IT Leaders and CIOs
Every incident resolution in IT Service Management (ITSM) and DevOps starts with a problem. A customer (also known as a user) has a problem, and they need the IT team's help to resolve it.
What Is IT Service Delivery? Key Aspects Plus Benefits, Challenges and Trends
IT service delivery is often behind the scenes, but it's one of the most important parts of keeping a business running smoothly. It's how IT teams manage requests, resolve issues, roll out updates, and support the tools and systems everyone relies on day to day.
Top 10 ITSM Best Practices Plus Action Items for CIOs and IT Leaders
IT Service Management (ITSM) aligns IT operations with what a company or organization needs. ITSM covers the needs of staff, customers, and business leaders, with the aim of ensuring that IT supports, empowers, and improves every aspect of an organization's operations.
Customer Service Reporting: How to Use Metrics to Measure Customer Experience
Learning about how your customers perceive your business and their experience with your products or services can be a big mystery. In addition, understanding the strengths and weaknesses of your customer service department can be convoluted. That is unless you implement routine customer service reporting.
Call Center Quality Assurance: Best Practices and Strategic How-To Guide
Delivering exceptional customer experiences is not only about answering calls quickly but focuses on how well every interaction is handled. That's where call center Quality Assurance (QA) comes in. It's the backbone of consistent service, operational efficiency, and ongoing improvement for companies that take customer support seriously.
SaaS Customer Support: Best Practices, Key Components and Choosing the Right Software
In this economy, competition is going to heat up, and for any SaaS business, maintaining market differentiation based on features or price is increasingly challenging.
Call Center Training Fully Examined: Benefits, Types and How-To Best Practices
Call center training is one of the most critical investments an organization can make to improve customer satisfaction, boost employee performance, and drive operational efficiency.
16 Challenges in IT for 2025 and What Teams Can Do to Overcome Them
In 2025, IT Service Management teams are facing more challenges than ever. In this article, we review the top 16 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.
5 Top HIPAA-Compliant Apps for Therapists
With digital tools being integral to mental health care, therapists need platforms that not only streamline administrative tasks but also strictly protect client data. HIPAA-compliant apps for therapists make sure that every note, appointment, and video session is safeguarded under all required regulations and privacy standards.
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