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I really do WannaCry malware cyberattack

No no no no no no and NO. I am so annoyed, frustrated, angry and a lot of other words that I can't put on my company website. Technology is beautiful. It brings new experiences, new capabilities and is changing our lives so quickly. But…

Embracing your cultures

We have a good culture. What does that mean?  How can one culture meet the needs of an entire workforce? Is my definition of a good culture (as a 40 something) the same as a whizz kid who was brought up on mp3’s and not 33’s and 45’s…

Do I really need Anti Virus software?

I will not leave it until the end to spoil the surprise. Of course we do. The days of Anna Kournikova may be over (sorry to all you teenage boys out there) as all sort of mail threats become more and more believable. In this year alone I…

FCR or FCX – what’s on the menu?

Try searching for First Contact Resolution metrics. Try searching for FCR success. Try searching for anything that will bring you to the real answer of what FCR is and how to manage and measure it. Now stop and don’t bother anymore because…

What are my customers really thinking?

Do you really know what your customers are thinking? Do you actually know who your customers are? It doesn’t matter if you are an internal IT team or a service provider, feedback is critical to your continual improvement, team morale…