Giva Blog
Stay in Touch with Giva's News & Updates

Taking Customer Service Relationships Off Hold

Customer Service Wait Time On Hold

"Your call is important to us. Please hold for the next available representative." The previous two sentences are likely among the most hated in the English language. At one time or another, everyone has had to give up the Google search and call the company help desk. Cue the elevator music and wait, and wait, and wait… or not. It is time for companies to stop putting their customers on hold and start solving their problems.

[Read More]

The Giva Challenge: Giva Customers are Talking! San Jacinto Community College

San Jacinto Community College

One generally presumes businesses and corporations when they think of IT department support. However, IT support for colleges and universities in the U.S. is growing exponentially in light of the technological revolution.

One such example is San Jacinto Community College (SJC). Based in Pasadena, Texas, SJC serves approximately 30,000 credit students and 2,500 faculty and staff. The IT department has 115 employees supporting three campuses, a District office and several extension centers.

[Read More]

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.

[Read More]

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.

[Read More]

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.

[Read More]

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:

[Read More]

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.

[Read More]

The Giva Challenge: Giva Customers are Talking! Dataram

Dataram

With the advent of new technology comes the heavy responsibility of providing customer support and bandwidth to keep ahead of the dynamic growth of that technology. And even nano-second delays count in this day and age. Enter Dataram, a leading independent manufacturer of memory products and provider of performance solutions guaranteeing the performance of their products. Over the course of several decades, Dataram has developed premier memory, storage and software solutions to support its ever growing database of customers.

Dataram hit a bump in the road to continued success when preparing to launch RAMdisk, a new high volume software product.

[Read More]

Top 10 Reasons to Purchase a Cloud Based Application vs. Building In House

Benefits of Cloud Based Applications

Here are the top 10 reasons to purchase a cloud-based application vs. building them in-house:

[Read More]

Designing Help Desk Metrics: Balancing Handle Time & Call Resolution

Help Desk Metrics

Today, service desks are facing increased demand due to more end-user usage of complex software. Improving the performance of help desks requires solving problems quickly and efficiently.

However, many firms question what they should prioritize when changing their help desks. Should the firm prioritize cost cutting or customer satisfaction? Between changing handle time and abandonment rates, which decision will prove to be more valuable? At first glance, it might seem impossible to find a solution that solves multiple issues instead of merely changing priorities.

[Read More]

 

1   2   3   4   5   6   ...   16     Older Entries