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Operations

A manager pointing at a wave chart with four peaks on a calendar wall

Planning Support for Quarterly Spikes: Using the Earnings Calendar

Operations

Planning Support for Quarterly Spikes: Using the Earnings Calendar Read More »

Two support agents at a switchboard handling glowing escalation cards

Handling Client Escalations With Limited Resources

Operations

Handling Client Escalations With Limited Resources Read More »

Empty office desks with headsets while remote agents in home windows connect to a central switchboard

How to Move a Help Desk to Remote Work in a Week

Operations

How to Move a Help Desk to Remote Work in a Week Read More »

Setting up and Launching a Remote Office

Operations

Setting up and Launching a Remote Office Read More »

Woman in a headset studying a hand-drawn mind map at her desk

Mind Mapping for ITIL and Support Teams

Operations

Mind Mapping for ITIL and Support Teams Read More »

Incident manager at a central podium passing a glowing line of communication between engineers and waiting customers

The Incident Manager’s Real Job Is Communication

ITIL, Operations

The Incident Manager’s Real Job Is Communication Read More »

Support manager on a phone call in a busy office with a cracked cloud icon on the wall screen

When a Supplier Fails: Escalating Past the Manager

Operations

When a Supplier Fails: Escalating Past the Manager Read More »

Support agent on a call while a colleague points to one glowing region on a world map

Partial Outage Communication: What Google’s 14 Percent Morning Teaches Support Teams

Customer Experience, Operations

Partial Outage Communication: What Google’s 14 Percent Morning Teaches Support Teams Read More »

Tired manager at a dark kitchen table late at night with a phone lighting up

On-Call Pay for Managers: What to Ask For

Operations

On-Call Pay for Managers: What to Ask For Read More »

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