The Impact To Your Business of “Unplanned Work”

You can’t feel it, you can’t see it, you can’t touch it, but unplanned work is…

How To Align Your Customer Service With Your Company’s Values

Many companies have value statements and company goals, but they often miss the mark when they…

Beyond Imagination – The Real-Life Cases of IoT Security and Failures

The Internet of Things (IoT) has changed the way businesses operate. By integrating technology into our…

WHAT IS THE HARDEST THING ABOUT RUNNING A CALL CENTER?

Customer Service Customer Service – the simple explanation from Wikipedia (here) is that it is “… is the provision of…

Top CX Posts of 2018

Customer service blog posts and/or articles are non-fiction pieces of literature that require extensive research and…

How to Maintain A Good Customer Experience

We often talk about how we should create a satisfactory customer service experience in order to…

Why Does the Right CRM Make a Difference

If you run a business that relies on customer experience to grow, then chances are that…

How to Land the Perfect Job – Part 5 (Interviewing)

Check out the previous posts related to the Job Search. Part 1 – Job Boards &…

ITIL Service Catalogs

By this point, you hopefully realize that I’m a bit of an ITIL and process junkie!…

Dispelling Misconceptions – What we Think we Know About IoT and Security

The internet of things – IoT for short – is taking over the world, specifically businesses. This…

Management & Problem Solving

As someone that has been involved in Technical Support and Operations for the majority of my career,…

Organizational Behaviour vs Organizational Theory

Organizational Behaviour (OB) is a study of people. While this could be likened to the famous…