In the dynamic realm of IT support, the swarming approach is transforming how complex problems are tackled. This blog presents a fictional dialogue among four swarm team members as they navigate a challenging IT issue. Through their conversation, we'll see the power of collaborative problem-solving in action. The Scenario: Sudden Network Slowdown The Issue: A … Continue reading the swarm solves : fictious scenario
Tag: customer service
navigating the three key negotiation approaches: the director, the thinker, and the harmoniser
Explore the three key negotiation approaches: The Director, The Thinker, and The Harmoniser, and understand how to navigate discussions effectively with these unique strategies.
navigating the emotional landscape: effective technical support escalation
Explore how the OODA loop and empathetic questioning can be used to navigate complex technical support issues, particularly those involving emotionally charged situations. Learn how to communicate effectively with both technical and non-technical teams during escalation.
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
overcoming the fear of difficult tech support calls: a practical guide to exposure therapy
In the demanding world of technical support, dealing with difficult customers is an inevitable part of the job. However, for some, this aspect of the role can be a source of significant stress and anxiety. This is where Cognitive Behavioural Therapy (CBT), specifically exposure therapy, can be a game-changer. This technique involves gradual, repeated exposure … Continue reading overcoming the fear of difficult tech support calls: a practical guide to exposure therapy
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?
unravelling the ABC of cognitive behavioural therapy: a simplified guide
In the landscape of mental health interventions, Cognitive Behavioural Therapy (CBT) has carved a niche for itself as a practical and evidence-based approach. Fundamental to CBT is a concept known as the ABC model, a simple tool that breaks down our experiences into three core components: Activating event (A), Beliefs (B), and Consequences (C). Activating … Continue reading unravelling the ABC of cognitive behavioural therapy: a simplified guide
integrating ‘Left of Bang’, CBT, and stoic philosophy into technical support: a holistic approach
In a world that is increasingly dependent on technology, technical support has emerged as a crucial aspect of every industry. Faced with pressure to deliver speedy and accurate solutions, technicians can benefit from incorporating methodologies from the U.S. Marine Corps' 'Left of Bang' principles, cognitive behavioural therapy (CBT), and stoic philosophy. Proactive Measures: The 'Left … Continue reading integrating ‘Left of Bang’, CBT, and stoic philosophy into technical support: a holistic approach
leveraging the ‘Left of Bang’ approach to navigate life’s challenges
The 'Left of Bang' concept, stemming from the U.S. Marine Corps, may have its roots in threat management and military operations, but its principles can be equally applicable and transformative in everyday life. This proactive approach of identifying indicators and taking preemptive action can empower individuals to better navigate life's challenges and potential crises. Fundamentally, … Continue reading leveraging the ‘Left of Bang’ approach to navigate life’s challenges