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The systems, decisions and exceptions behind important enterprise work.
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Applications & operations
10 articles on this page
Perspective What does it take to build an unhappy company? Simple: unhappy employees. But is it rare to have unhappy employees? Let's look at the numbers.According to the 2024 Gallup State of the Global Workplace report,...
Guide Revenue is the lifeblood of your business. Revenue is the north star that guides (or should guide) every department, not just the sales team. You might think that while sales drive income, customer service...
Perspective No two businesses are alike. However, every company knows one truth: finding new customers is hard work. That's why keeping your existing customers happy is so crucial. Naturally, if you are a service manager,...
Perspective If there's anyone who knows a thing or two about process design, it's Jack Welch. He was the former CEO of General Electric. More importantly, he was a pioneer of process design. He famously said, "An...
Perspective " Maya Angelou, American civil rights activist and poet.In a weirdly accurate way, this quote applies well to customer service in today's corporations. Unfortunately, when customers reach out to a service...
Guide As a customer service manager, you want two things:Lower costs of serviceHigh customer satisfaction scoresBut if you're like most managers, you secretly fear that these two wishes contradict each other....
Perspective Cleanliness is next to godliness. This proverb applies to life and the world of IT. A cluttered room makes finding anything a nightmare. It's the same with IT. When your IT landscape is littered with disparate...
Perspective All customers are different, apart from one thing. Every customer hates getting stuck during the product "search and buy" process. But still, for most customers, the product search and purchase journey is...
Perspective The joke goes around among supply chain managers: finding the right inventory management software can be as tricky as finding true love. Why is it so hard (to find the right inventory management solution, we...
Guide What does the ideal helpdesk and ticketing system look like?Surely, the purpose of a helpdesk is not to record and track complaints. A CTO never thinks of technology in terms of features and surely, helpdesks...
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