Giva Blog

What's causing the recent influx of service tickets at your organization? Why are customers complaining about long wait times for a reply? Why are your customer service staff resigning regularly? Sometimes, persistent issues can be related to a product or service you offer. If you find yourself asking questions like this or fielding inquiries about faulty products with regularity, it might be time to conduct a root cause analysis. We'll dive deeper into what this process entails below, but it is important to determine problems beyond what they appear to be on the surface. 

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When customer service or success teams are managing hundreds or thousands of customer queries every day, a collaborative inbox can be an advantage.

Instead of an email message going to individual customer service agents and managers, everyone shares the same inbox. Working together collaborating to solve customer problems is a big advantage.

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Virtual Private Networks (VPNs) have been popular amongst numerous organizations and sectors. Now, with remote and hybrid work so widespread, companies need to be even more conscious of the way they allow employees and contractors to access files and internal systems.  You may ask "Do VPN's really work?" Continue reading to find out.

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The most important pillar in building a successful business is providing excellent customer service. A Customer Service Representative (CSR) is the face of a company and can make or break a deal in most cases. However, providing perfect customer service is difficult. It is even more difficult to find an ideal candidate with customer service skills for your company.

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Whenever we think of a call center, what comes to our mind can be the image of a warehouse-sized room packed with desks and air conditioners where you can hear phones ringing continuously and agents working tirelessly answering queries. However, such visuals are rare these days.

A contact center is an essential part of a company as it provides customer support and generates leads, and the latest call center innovative ideas have made them economical and scalable for companies. If you are planning to start one for your company, below is everything you need to know about innovations and best practices for a call center which are essential for its effectiveness. But before exploring, we first need to understand a few foundational ideas about call centers.

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The ITIL Guru sat at his desk, looking over the latest monthly IT performance summary. Since he was the Continuous Improvement Practice advisor, he tried to make sense of it. The phone rang.

"Good morning. How may I help you?"

"Hi, Guru. I am the new CIO, Bill. I met with the executive board today. After investing in an ITSM (IT Service Management) tool and ITIL 4 Foundation training, the board is concerned that our IT performance has not significantly improved. I understand that you came to our company with a lot of ITIL experience. Do you have any insights?"

"I was reviewing the performance summary when you called. You are right, and the reports do not show a significant change. There is only one reason for such an overall result. We have not fully embraced ITIL through roles and responsibilities."

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We know Agile project management to be a continual approach to planning and performing tasks related to a project. It breaks project tasks into smaller chunks, usually referred to as sprints and iterations. Sprints sound quick, but they can take up to a few weeks - depending on what needs to be done. This approach to project management has many benefits including more freedom, efficient resource use, better collaboration, and so much more. 

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Sometimes, information not intended to be public knowledge is inadvertently shared with others. Just as easily as it can happen in a casual conversation with a friend, it can also happen in the workplace. So, what is an incidental disclosure? The incidental disclosure definition, according to the U.S. Department of Health and Human Services (HHS), is a, "disclosure that cannot reasonably be prevented, is limited in nature, and that occurs as a result of another use or disclosure that is permitted by the Rule." What happens when there is an incidental disclosure in a healthcare setting? There is not a clear-cut answer. It simply depends on the magnitude of the situation. In general, healthcare settings are fluid environments. That means that a patient overhearing another patient's diagnosis or a visitor catching a glimpse of a screen with some personal health information (PHI) is not common grounds to facilitate a HIPAA violation. 

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Organizations in the healthcare field will be familiar with HIPAA, formally known as the Health Insurance Portability and Accountability Act. Signed into law in 1996, it sets a national standard for protecting personal health information (PHI). It ensures that patients know how their information is stored and shared through consultation and consent. According to the HIPAA Journal, in the twelve months leading up to October 2023, there were 678 reported data breaches that contained 500 or more records across the country. There is room for improvement in protecting sensitive PHI, especially when dealing with large databases.

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