Latest articles
How does the service catalog help the help desk?
The IT services catalog is an important tool to help reduce the number of unnecessary help desk tickets. This document helps to document and manage all the services that the IT area is committed to deliver. The importance of the service catalog is given by charting the role that the help desk will play in […]
Tips to become the best support professional of your company!
It has been a long time since customer service has ceased to be a secondary area, aimed only at satisfying doubts or “putting out fires” in the relationship between client and company. Advances in consumer legislation, globalization, high competition and technological advancement have brought with it not only an awareness of customer power but also […]
How about improving your company’s IT staff relationship with your internal users?
The service to the internal users is the business card of the IT area, especially for the high ranking of the company. And if this service is not satisfactory, contributing negatively to an image of the IT department within the company itself. Many companies put young professionals to serve the internal users, in some cases […]
A look at the neighbor’s grass: What can Zappos teach about customer service for your company?
The American online store Zappos sells shoes and clothing over the internet. It was bought by Amazon 1.2 billion dollars, it is one of the great cases about customer service, worth knowing. And today the company is not only impressed by its customer service but also by its curious management model, the so-called holocracy: a […]
10 skills that can help you as an IT manager
Your expertise and technology credentials can make you strong in an IT manager position. Learn how certain non-technical attributes can help you stand out. The 10 features listed below extend beyond the required competencies and can help… # 1: Proactive attitude: Take initiative and do a good job. Being proactive is an excellent feature as […]
The old clash competence versus experience. A reflection!
At the time of hiring always comes to the fore those old issues and headaches, as it is essential to maintain the good performance of the company. We know that in general, at the time to interview, those responsible for the human resources of most companies likely to seek professionals with more experience. However, many […]
How your company deals with criticism?
Customer reviews can be a great benefit to the company and you need to know how to use them. Organizations face many challenges in their day to day, many of them are linked to the customer and the perception that they have of the services/ products provided by the company and the way the consumer […]
Some strategies for dealing with difficult people involved in an IT project.
Believe me, if you manager of an IT project has not yet had the luck (or misfortune) to cross with someone hard to deal with on a project, do not worry, it’s just a matter of time. This implies that you will need a lot of patience and strategy to cope with this kind of […]
Don’t do this: Some of the most common bad practices in Project management.
No matter how much experience you have, when it comes to projects you will often make a mistake, that’s a fact. In this chat we want to address some bad practices or mistakes that appear in dealing with IT projects. True, there are many others, we can’t cover all these possibilities in a single text […]
What are the key performance indicators that every call center manager need to know?
Managing a call center requires skill and a good knowledge of the area metrics. But after all, which even are the key performance indicators (KPIs) that any manager must know, even? In a quick list, we can say that these are six basic indicators (at the least). And we’re not talking about complex metrics, but […]