Meetings are an integral part of company life. Despite the cynical cries from meeting haters, meetings are where ideas, brainstorming, planning and creativity are fostered. However, meetings are not always perfect, especially virtual meetings. When it comes to organizing larger, virtual meetings, there is potential miscommunication and unorganized and unproductive collaboration. Global, highly dispersed organizations have significant challenges gathering people to larger virtual meetings.
by Bill Cushard (@billcush)
If you have heard of Khan Academy, Coursera, or any of the other self-learning sites or massive open online courses (MOOCs), you have likely heard of the concept of the "flipped classroom". The flipped classroom is a widely debated topic in academic and corporate learning circles. A flipped classroom is a learning method that includes students watching lectures or otherwise learning concepts on their own, then attending a class during which most of the time is spent applying what was learned in self-paced study. The idea is to spend more time in class on high value activities such as exercises and "real" work, as opposed to watching lectures.
According to Lincoln Murphy, customer success is all about helping your customers reach a desired outcome and ultimately participate in their success. It implies understanding what your customers want to achieve, and how they want to achieve it, in order to truly meet their expectations. How do you do it, you might ask? That’s simple: go talk to your customers.
by Suha Saya (@suhasaya)
The cry for help: How to better your system of service
As an employee, you've been trying to get in touch with human resources about the mistake you realized you made on your last timesheet, but because of the anonymous response system that you are forced to confront, you know you won’t be getting an answer any time soon. You contact the anonymous human resources email address anyway in hopes that someone will notice your cry for help.
by Bill Cushard (@BillCush)
Help desks are not just for IT any more. Many other company departments are beginning to organize themselves as services desks to improve the service provided to the rest of their organization. According to the Help Desk Institute, the top three "other" departments that are becoming service desks are human resources, facilities, and training.
The Lifecycle of Bug Fixes and Creating Good Bug Reports
by Justin Alex @jusuchin85
The Power of Community Support
We at ServiceRocket list delighting the customer as one of our core values. However it also gives us a lot of joy when other users solve problems together. That's exactly what happens in our community support center every day.
ServiceRocket is now accepting applications for a new position in our Santiago de Chile office.
Our Community Blog takes another dive into Community Support with a guest post by Hanna Johnson from Get Satisfaction.
I don’t have to tell you the importance of good customer service—you already know that, when faced with cheesy hold music, automated robots that continually tell you how much they value your business (as they refuse to connect you with someone who can actually help), and the support email black hole of death, most of us switch service providers on the spot.