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IT Customer Care: 5 Tips for Communicating Bad News to Your Clients
The server was still offline. Jeffrey was doing everything he could but he’d never seen this problem before. Now it was 6am on Monday morning and customers would begin trying to access their virtual machines hosted on his server in less than two hours. He’d noticed the problem Saturday afternoon while doing some maintenance. By Sunday morning, he had exhausted [...]
Is Your Organization Always On? Advantages & Disadvantages of Increased Mobility in the Workplace
In the last half decade, mobile devices have become the preferred method of accessing the internet for the vast majority of people. From mobile phones to tablets to laptops, devices that are portable yet fully functional have supplanted powerful desktops as the primary method of connectivity for most users. Even though much of this connectivity is centered around personal activity [...]
How to Pick a Cloud Services Provider: 8 Crucial Considerations
Moving your IT infrastructure to the cloud has never been more fashionable or efficient. The variety of cloud services offered to businesses of all sizes have truly changed how organizations operate on a day-to-day basis. No longer must companies invest in expensive hardware and support systems. Software as a Service, Infrastructure as a Service, and Platform as a Service are [...]
Seeing Difficult Customers in a Different Light: Are They the Backbone of Your Enterprise?
Dennis knew who was calling before he saw the caller ID. Christopher was the CEO of a financial services organization that used Dennis’s company for IT help desk support. The problem was that Christopher called for support non-stop. Christopher’s account was worth a lot of money each month and the check always showed up before the bill was due, but [...]
Remote Worker Programs That Work: Implementing IT Telecommuting Tools
“We got the order!” The excitement on the other end of the line was evident. “Callie, that is FANTASTIC news! You’ve worked hard and delivered our biggest client so far.” Jim, her boss, was elated. “Well done. If you were here in the office I’d give you the rest of the day off! Where are you?” “At the coffee shop down [...]
Help or Hinder? Exploring the Changing Role of Business IT Services
I had coffee yesterday with my friend Donald. He works as a logistics director for a large hardware distributor in Texas, but had spent the afternoon interviewing with a competitor. I asked why he was eager to leave a company that had employed him for over a decade. Surely they were offering more generous compensation. Perhaps he wouldn’t have to [...]