How to Build a Ticketing Process That Works
In this video, we share some pro tips on optimizing the ticketing process for your help desk. Why do you need a well-defined ticket workflow?
Teams | Collaboration | Customer Service | Project Management
Collaborating To Help Teams Work Better In The Modern Workplace
July 2024
CSAT: What It Is and How to Measure It - A Step-by-Step Guide
If you’ve ever wondered how happy your customers truly are, you’re in the right place. It turns out there is an easy and approachable way to measure it: the CSAT or Customer Satisfaction Score, which specifically measures customer satisfaction related to a product or service.
Back Office: Definition, Functions and 10 Example Jobs (With Salaries)
While the front office often steals the spotlight with its client-facing roles and revenue-generating activities, the back office is where the magic truly happens. This behind-the-scenes powerhouse is essential for maintaining smooth business operations, supporting customer satisfaction, and ensuring that everything runs like a well-oiled machine. In this article, we’ll dive deep into what the back office is, how it functions, and why it’s crucial for any organization’s success.
How to Improve Employee Experience - Proven Strategies
Employee experience has been in HR and IT leaders’ minds ever since companies started shifting their ethos into a more employee-centric model. It’s no longer a matter of how much an employee can get done but how they can do it while still feeling like they want to keep doing it.Now that employees are in that strange transition period between home-office and hybrid work, everything about achieving an optimal employee experience has been brought to the forefront even more.
Getting Started with Kanban - A beginners guide + 5 Expert Tips
Kanban has become a very popular work—or workflow—management tool, especially in the Lean, Agile, and DevOps worlds. It has also found its way into IT Service Management (ITSM) as a way of providing focus and insight into work jobs/tasks and flows, such as ticket queues, planned and unplanned tasks, or projects and improvement activities.
Employee Training Programs: Types, Benefits and Trends
There is a reality we can all agree on: in today’s business environment, employee training programs have become more important than ever. Companies that invest in training and development programs see significant benefits, including improved performance, higher employee satisfaction, and a competitive edge in the marketplace. In this article, we’ll explore the various types of employee training programs, their benefits, how to implement them effectively, and the latest trends to watch.
Lewin's Change Model: A Guide to Effective Organizational Change
Change is an inevitable part of organizational life, but managing it effectively can be challenging. Lewin's Change Model offers a simple yet powerful framework to guide organizations through change. This model, developed by Kurt Lewin in the 1940s, is still highly relevant today and provides a structured approach to implementing change. By understanding and applying Lewin's Change Model, organizations can navigate change smoothly and ensure lasting improvements.
Chatsonic Review: The unblocked Chatgpt (no restrictions) alternative
Are you frustrated with the limitations, blocks, and restrictions that ChatGPT often imposes on your content creation? Do you dream of a tool that enables you to break free from these constraints and generate content without any inhibitions? Well, you're in luck!In this informative blog post, we'll introduce you to an exciting ChatGPT alternative, Chatsonic, designed to help you overcome the limitations that ChatGPT might impose on your creative process.
Key Takeaways from Forrester's Top 10 Emerging Technologies for 2024
If you're looking to give your business a competitive edge, it's worth paying attention to emerging technologies. The latest Forrester report highlights the top 10 technologies for 2024 that can provide businesses with a significant advantage. It offers valuable insights for tech leaders, guiding them in making informed decisions that balance immediate benefits with future growth. Let’s break down the report, the key technologies it covers, and their potential impact on businesses.
Employee Development: The Path to Boost Performance and Growth
The Great Resignation has shaken up the job market, with millions quitting their jobs in search of better opportunities. Now, companies are realizing that investing in employee development is no longer just a "nice-to-have"—it's an essential strategy for attracting, retaining, and empowering top talent. The data is clear: organizations that prioritize upskilling and reskilling their workforce are far more likely to thrive. The future of work demands agile, adaptable teams who are lifelong learners.
Introducing InvGate Service Desk's Virtual Agent For Microsoft Teams
Our integration with Microsoft Teams has reached a whole new level of proficiency. We’re pleased to introduce you to the InvGate Service Desk Virtual Agent for Microsoft Teams! It’s no news that you could already expand your support communication channels by integrating your service desk instance with Teams. Now, we’re adding new capabilities that leverage the possibilities Artificial Intelligence unlocks for IT Service Management to further improve the overall user experience.
Are IT people socially awkward? Debunking 4 IT stereotypes
Let's clear the air from the get-go: IT can be frustrating. We've all had a moment where our interaction with the IT department left us grumbling. But these experiences often give rise to IT stereotypes and myths.How many of those perceptions are still valid today? Are we clinging to an outdated image of what an IT worker is like?
The Ultimate HR Service Delivery Handbook
In the realm of human resources, HR service delivery determines how effectively an organization can support its employees and meet their needs. This practice refers to the solutions, processes, and models a company uses to deliver services to employees, including onboarding, payroll, benefits enrollment, and document management. This handbook is designed to provide a comprehensive guide for HR professionals looking to optimize their service delivery processes.
Virtual Agent For Microsoft Teams: Add Teams to Your Service Desk
If you were looking for help desk software that integrates with Microsoft Teams, InvGate Service Desk was already your go-to option. However, our MS Teams integration has reached a whole new level of proficiency. Connecting Microsoft Teams with InvGate Service Desk turns the messaging platform into a formal communication channel while centralizing interactions in the backend. This provides a double benefit: improving the agents' and end-users' experience and simplifying tracking and measuring all service desk interactions in one place.
Securly Pass: eHall Pass Management Software
In the dynamic environment of modern K-12 schools, the traditional paper-based hall pass system is becoming increasingly outdated. These systems often fail to meet the evolving needs of schools, leading to challenges in student accountability, safety, and instructional time management. Enter Securly Pass, an innovative ehallpass system designed specifically for K-12 schools. This comprehensive solution aims to improve student accountability, increase safety, and maximize instructional time.
The Essential Guide to Creating a Service Catalog
Imagine a place where every employee can find accurate answers to their IT questions and requests — a centralized hub where every service offered by the IT department is organized, described, and well-explained. This utopia within the IT Service Management (ITSM) world is known as the service catalog, and we're here to guide you in building one that is both effective and easy to navigate.