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Tag: technical support
the swarm solves : fictious scenario
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
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.
using the “upload custom apps” option for microsoft teams bots
Managing the "Upload custom apps" option in Microsoft Teams for specific users can be a bit intricate but is certainly feasible with the right approach. Here's a breakdown of the process, drawing from the latest information available (as of December 2023): Step-by-Step Guide to Restricting Custom App Uploads in Teams Access the Teams Admin Center: … Continue reading using the “upload custom apps” option for microsoft teams bots
microsoft teams bot access in the new and old client
In the ever-evolving world of Microsoft Teams, it's essential to stay updated with how certain features, especially bots, are managed and accessed. Recently (as of early December 2023), there have been notable shifts in how bots are accessed in Teams, particularly in relation to direct links and custom app policies. Let's delve into these changes … Continue reading microsoft teams bot access in the new and old client
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.
harnessing the power of ‘After Action Reports’ in technical support
Explore how an 'After Action Report' (AAR) can enhance customer satisfaction and improve technical support services. By learning from past experiences, companies can continuously improve and adapt.
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 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