How Technical Skills Impact Management
This post was originally published on CX Master. Managers are often stuck in a very hard place. Organizations depend upon them for their ability to manage the teams, but at the same time, they...
Category: Management
What is Customer Journey Mapping and Why is it Important?
This post was originally published on CX Master. It has been updated to reflect current market conditions and industry research. Most people have the wrong view of customer journey mapping, and that is why...
The Impact To Your Business of “Unplanned Work”
This post was originally published on CX Master. It has been updated to take into account changes in technology and current research. You can’t feel it, you can’t see it, you can’t touch it,...
What are the Elements of a NOC?
Regardless of which side of the issue you are, there are a few people who would dispute the fact that the managed services model of facilities offers the most control and security for the...
Understanding How Your Help Desk and NOC Services Connect
Perhaps, there is no other obstacle that causes more concern to managed services providers than how they are going to manage, monitor and provide services to their clients. For companies that are getting into...
STOP PLACING THE BURDEN FOR GOOD CX ON YOUR CUSTOMERS
What do you understand by customer experience? My understanding of customer experience is the customer’s cumulative attitude and feelings towards the interactions and quality of services provided by the supplier or the supplier’s employees....
The Helpdesk
What is it? In its simplest form, a helpdesk is a group of people assigned to assist customers in solving their problems. There are many different types of helpdesks and they are called by a variety...
How to build a NOC from scratch
A network operations center (NOC) is the central point of monitoring for your network. It helps to ensure uptime in your business. NOCs are not limited to networks. They can provide visibility into systems...
KPI’s and the Importance of Measurements
This post was initially published on CX Master. It has been updated to take into account changes in technology and current operating practices. There is a great quote that goes like this – “If...
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