Employee Engagement is a Vital Part of the IT Mission
A good IT experience may be the key to improving employee engagement, but too often IT initiatives to improve employee…
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Using Value to Sell Improvement Initiatives
Many organizations are starting to evaluate all the components that make up their operational model. It's more important…
Read article →Creating a Compelling Purpose Statement for Knowledge Management
Knowledge management requires breaking down long-established silos within the organization. Communicating the "why" of…
Read article →7 Ways Technical Support Agents Can Make Their Customers Feel Important
Customers, either internal or external, are people first. Treat them as such and you will stand a better chance of…
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IT Women: We Can Do Better
I'm old school. I still take notes by hand, with a mechanical pencil in a moleskin notebook. I've done this for years.…
Read article →Setting Up a Problem Management Practice
In Problem Management Defined, I discussed the basics of problem management. Then, I talked about the importance of…
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The Value of Measuring Customer Satisfaction
Customer satisfaction (CSAT) is the result of delivering satisfactory services, providing easy access to these services,…
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The Road to Award-Winning KCS: A Case Study from Ellie Mae
Ellie Mae is a FinTech company that innovates technology to power the American dream of home ownership. Ellie Mae is…
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