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Our Agents Were Coached on Call Length and the Delay Was Our Screen
Serguey Shinder
Serguey Shinder
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Sep 29
Our Agents Were Coached on Call Length and the Delay Was Our Screen
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itbusiness
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performance
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customerservice
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2 min read
Our Depot Cameras Were Installed by a Security Company and Secured by Nobody
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Sep 29
Our Depot Cameras Were Installed by a Security Company and Secured by Nobody
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cybersecurity
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iot
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suppliers
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2 min read
Our Tickets Closed Themselves Before the Night Shift Came Back
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Sep 29
Our Tickets Closed Themselves Before the Night Shift Came Back
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itoperations
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servicedesk
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shiftwork
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2 min read
New Houses Were Undeliverable Because Our Address Data Was a Year Old
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Sep 29
New Houses Were Undeliverable Because Our Address Data Was a Year Old
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data
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dataquality
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referencedata
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2 min read
Our Automation Thought Every Monday Was a Working Day
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Sep 29
Our Automation Thought Every Monday Was a Working Day
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automation
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devops
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scheduling
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2 min read
Our Depot Firewalls Kept Passing Traffic After Their Protection Had Expired
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Sep 29
Our Depot Firewalls Kept Passing Traffic After Their Protection Had Expired
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infrastructure
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networking
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licensing
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2 min read
Our Automated Report Arrived as a PDF and Three Teams Typed It Back In
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Sep 28
Our Automated Report Arrived as a PDF and Three Teams Typed It Back In
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automation
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reporting
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itmanagement
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2 min read
Our Head Office Is Now Designed Around Wednesday
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Sep 28
Our Head Office Is Now Designed Around Wednesday
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futureofit
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hybridwork
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workplace
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2 min read
We Were Compared With a Benchmark That Counted Half of What We Do
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Sep 28
We Were Compared With a Benchmark That Counted Half of What We Do
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itbusiness
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budgeting
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itmanagement
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2 min read
Our Drivers Carry a Day of Customer Addresses on a Handset With No PIN
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Sep 28
Our Drivers Carry a Day of Customer Addresses on a Handset With No PIN
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cybersecurity
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mobile
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dataprotection
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2 min read
The Switches at Our Depots Live in Rooms Chosen for Being Spare
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Sep 28
The Switches at Our Depots Live in Rooms Chosen for Being Spare
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infrastructure
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networking
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facilities
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2 min read
Nineteen of Our Shared Mailboxes Were Being Read by Nobody
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Sep 28
Nineteen of Our Shared Mailboxes Were Being Read by Nobody
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itoperations
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email
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servicedesk
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2 min read
We Had Four Records for One Supplier and Paid Its Invoice Twice
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Sep 28
We Had Four Records for One Supplier and Paid Its Invoice Twice
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data
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masterdata
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finance
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2 min read
The Printer That Decides Whether a Lorry Leaves Was Bought Like Stationery
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Sep 26
The Printer That Decides Whether a Lorry Leaves Was Bought Like Stationery
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itoperations
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endpoints
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logistics
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2 min read
I Can Name Our Suppliers and Not Theirs
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Sep 25
I Can Name Our Suppliers and Not Theirs
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futureofit
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vendormanagement
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riskmanagement
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2 min read
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