Articles by Ravi Verma

It’s easy to hunker down in your work and get lost. Especially with IT. No more tickets, guys. While being head-down has its place in providing IT customer service, it’s equally critical to look up, to... Continue Reading

Technical support teams today are so evolved, with their tiers, and their specialists. In fact, a multi-tiered support system, instead of one general support group, does provide the best possible service in the most efficient manner.... Continue Reading

Don’t be this guy: Customer: Hi, I am not able to login to my machine. Engineer: Ok! No problem, I will reset your password. Customer: What! I know my password, I am getting an error. Engineer:... Continue Reading