Customer Service: Avoid Falling Victim to Social Engineering

The days of only using firewalls and antivirus software as protection against hacking are over. Hackers are getting more creative with how they plan their attacks. The newest trend hitting top organizations like Sony, Yahoo, and even the US Government is called Social Engineering. Social Engineering is when hackers use emotionally manipulating strategies to gain […]
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The Two Business Analysis Tools and the One Technique Every Business Analyst Must Master

Of all the tools and techniques available to a business analyst, two tools and one technique are essential. One tool defines the question that drives analysis, one technique balances off the three forces that drive the selection of all the other tools, and the final tool ensures that the BAs conclusions are communicated effectively.  Business […]
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How to Add Animation to Your PowerPoint Presentation

Yes, I know, if you go to a lot of meetings you are probably sick and tired of seeing yet another PowerPoint slide deck presentation! Boring! Boring! Boring! If people are sliding under the table when you are giving your PowerPoint presentation you need to liven them up a little bit and incorporating animation is […]
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How Storytelling Helps Make a Personal Connection with an Audience

Connecting with an audience is a critical business skill. We all need it when we try to get a point across to someone else. We may be teaching a new idea or skill, explaining the importance of a new strategic initiative, or maybe trying to persuade a prospect to become a client. In my recent […]
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Customer Service Chat Support: Top Survival Tactics

Imagine you are the customer service representative working the live chat support the day of the company holiday party. It’s pretty quiet in the office, but you get an incoming chat that says HAPPY HOLIDAYS! You think “wow…so kind”, but then you notice no reply and eventually it ends. Immediately afterwards, you get another, and […]
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