For leaders of technical support teams, a tech support scorecard is a great way to evaluate how your tech support...
Hutch
I am an ITIL Expert and extremely passionate about customer service, customer experience, best practices and process improvement. I have led support, service, help desk and IT teams as well as quality and call center teams in Canada and the UK. I know how to motivate my teams to ensure that they are putting the customer first.
Disaster recovery plans are an important part of any organization's risk management process. A disaster recovery plan helps ensure that...
I've long been a proponent of ITIL and the best practices it engenders within organizations. The concepts of change management...
