Discover how BLUF and PACE can streamline the escalation of complex technical issues. With detailed plans and clear communication, resolve client issues more effectively.
Category: Left Field
It’s those things that aren’t main stream, but I find them interesting or just generally great, enjoy!
BLUF and PACE: a strategic combo for effective technical support escalations
Uncover how the BLUF and PACE methodologies can transform the handover and negotiation process in technical support scenarios, ensuring effective communication and customer satisfaction.
sailing calm seas: navigating emotionally charged waters in technical support
Explore how Stoicism, Cognitive Behavioural Therapy, and effective communication can help manage emotionally charged situations in the technical support world. This approach allows for a separation of personal identity from professional scenarios, facilitating easier navigation through challenges.
OODA vs PACE: tactical and strategic tools for optimal results
Discover the differences between OODA and PACE, two powerful decision-making tools. Learn how they can aid in tactical and strategic scenarios, enhancing efficiency and readiness.
OODA loop: a dynamic approach to technical support planning
Just as a whirlwind of activity is expected in the world of technical support, so too are solutions anticipated with a blend of speed and accuracy. This leads us to explore the OODA loop - an insightful approach for strategic planning that hails from the military. OODA, which stands for Observe, Orient, Decide, and Act, … Continue reading OODA loop: a dynamic approach to technical support planning
effective case management: a comprehensive guide for it support professionals
Within the dynamic sphere of IT technical support, the efficacy of case management systems hinges significantly on the quality of log entries. A well-crafted log entry is akin to a story — it tells the reader what happened, what is happening, what's expected next, who's responsible, and crucially, when the next action is due. This … Continue reading effective case management: a comprehensive guide for it support professionals
embracing the “a” of CBT: a deep dive into activating events
The world of Cognitive Behavioural Therapy (CBT) is a veritable kaleidoscope of interventions and techniques. Among these, the ABC model holds prominence, serving as a fundamental framework to understand the interplay of thoughts, emotions, and behaviours. This article focuses on the first part of this model, the 'Activating Event', or 'A'. Defining the Activating Event … Continue reading embracing the “a” of CBT: a deep dive into activating events
weathering emotional storms: navigating hostile relationships with CBT and stoicism
In life, we may encounter challenging relationships with colleagues or ex-partners that escalate to a level where animosity prevents effective communication. Such instances can be emotionally draining and highly stressful. Fortunately, Cognitive Behavioural Therapy (CBT) and Stoic philosophy provide powerful tools to navigate these turbulent waters. Let's explore how these can be applied. Understanding CBT … Continue reading weathering emotional storms: navigating hostile relationships with CBT and stoicism
mastering difficult tech support calls through structured training
In the fast-paced world of technical support, each day brings new challenges. One of the most daunting among these can be handling difficult customers. Thankfully, Cognitive Behavioural Therapy (CBT) offers tools to tackle this common fear, one of which is the Fear Hierarchy, also known as the Fear Ladder. Constructing the Fear Ladder in Tech … Continue reading mastering difficult tech support calls through structured training
advanced ai in tech support and it: job loss or job evolution?
The integration of Artificial Intelligence (AI) in various industries has sparked a widespread debate about the future of work, with the field of technical support and IT right in the center. The question many are asking is - will the advancement of AI lead to significant job losses in technical support and IT? This blog … Continue reading advanced ai in tech support and it: job loss or job evolution?