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March 23, 2020

How to Make Employee Onboarding Even Better

A first impression is a lasting impression. The onboarding experience is usually the first impression new hires have when they walk in the door. HR organizations are challenged with 1) giving employees all the information they need to be set up for success and 2) getting them to work quickly. There’s no easy answer when […]

March 12, 2020

How the Right Tools Can Ease the Burden of Organizational Change

When changes occur in an organization, problems are inevitable. From acquisitions to new systems to new leadership to moving offices, change disrupts the habitual, daily course of events. Some people might be resistant to change, some might not care at all. Some might jump on board at first, but getting transformation to stick in the […]

March 5, 2020

Everything You Want to Know About EVAN360

In this article, we have compiled a selection of questions and answers you might have about EVAN360. Some are common questions we receive often. Some are questions you might not even know you had, but we hope this article is helpful if you’re interested in EVAN360. If we’ve forgotten anything, feel free to email us […]

March 3, 2020

The Missing Piece of Your Organization’s Support Solution

One of the most challenging aspects of providing the right support at the right time is making sure the requester is connected to the right expert with the right skills. When an employee needs help with a particular issue, such as benefits, they need answers from the right person. Many departments in large organizations have […]

February 3, 2020

Why Recording Help Sessions Is Valuable

Most enterprise support management (ESM) solutions have features that capture and record notes and screenshots during service calls. However, it is difficult to capture everything accomplished in a help session as it happens. Things get lost and help desk personnel move on to the next ticket without a second thought. Believe it or not, your […]

January 28, 2020

How to Encourage Quality in Your Support Organization

Today’s enterprise service management (ESM) solutions provide little visibility into the quality component of a service experience. It’s possible to track basic metrics, like cycle time and the number of issues open and closed. But was it good or bad to have more issues open this week versus last? Do fewer issues mean the users […]

January 23, 2020

Why Companies Are on the Verge of Getting Rid of Passwords

Most passwords can be cracked in a matter of seconds. In a 2015 interview, Edward Snowden said, “For somebody who has a very common eight-character password, it can take less than a second for a computer to go through the possibilities and pull that password out.” That’s pretty scary considering how many of us use […]

January 21, 2020

How to Prevent Employees from Circumventing the Support Process

Organizations have made painstaking efforts to create complex and expensive help desk and ticketing solutions to enable the support process. This includes IT, engineering, and HR support, among others. Unfortunately, the support process is continually circumvented by employees because it requires too many steps and/or creates too much friction. Friction Point 1: Reporting the Issue […]

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