by Jeff Rumburg, MetricNet The Metrics Hierarchy – Your Guide To Getting Started Today’s service and support technologies make it easy to capture copious amounts of performance data. Most IT service desk managers can tell you everything from last month’s ticket volume to yesterday’s average handle time. But despite all the data that service desk managers have
Scarlett Bayes, Senior Research Analyst, The Service Desk Institute. Technology is omni-present, both in our work lives and our personal lives. Some would say we’re in the midst of the fourth industrial revolution, and technology is evolving and developing every day. With 65% of service desk professionals believing they’ll use more Chatbot and Virtual Agent
Jean-Christophe Trentinella, Consultant, Mindful Onwards In preparation for the Fourth Industrial Revolution, the World Economic Forum published a report in 2018 titled “The Future of Jobs: Employment, Skills and Workforce Strategy for the Fourth Industrial Revolution.” Drafted as a call to action to help governments, businesses, and individuals adapt their skillset for the future, the
Gillian Jones-Williams, Managing Director, Emerge Consultancy. Gillian Jones-Williams is Managing Director of Emerge Consultancy Limited which she founded over 25 years ago. She is also an author, motivational speaker, Master Accredited Coach and founder of the trademarked Women’s Development Programme RISE which she delivers in the UK and the Middle East. Is Imposter Syndrome real?
By Vikki Kirby, Chief Storyteller at Vibrato Consulting© Recently, a communications consultant told me how the big four consultancy company leading her organisation’s transformation chose to bring in their own storyteller to identify and manage core purpose messaging. She was frustrated that she then had to re-write what he came up with. She isn’t the