KT Clear Thinking Blog

Three surprising reasons why your first call resolution metrics may indicate performance problems!

High first call resolution rates are deceptive. 3 things to know about high FCR rates.

Rating: 3 stars
The Top 5 Reasons Companies Ignore Root Cause Analysis

Do you recognize these excuses for avoiding finding true cause in your organization? Understand the barriers to using RCA to better overcome them.


Rating: 5 stars
Who Should be Involved in Making Decisions?

Ask 5 key questions to involve the right people in decision making. Research shows that using these guidelines will double the success of your key decisions.

Rating: 5 stars
Happy Holidays from Kepner-Tregoe

Seasons greetings and best wishes for the coming year.

Rating: 5 stars
What binds ITSM and ITIL® to Agile and DevOps?

Where do ITSM and ITIL fit into Agile/DevOps? In a world where every company is a tech company, ultimately its what delivers value to the customer.

Rating: Zero stars
How to drive quality as an integrated approach?

Fokker Aerostructures, whose components are in Airbus and Boeing, offers lessons to any industry on quality improvement, change management and teamwork

Rating: 5 stars
Meetings, meetings, meetings

People rank meetings among top workplace complaints. Here are five tips for getting the most out of meetings.

Rating: 5 stars
How KT can help save your holiday parties

It’s not enough to have a back-up plan for when things go wrong. The Thanksgiving turkey shows how preventive actions manage risk.

Rating: 5 stars
The end of ITIL?

Contrary to popular belief, ITIL does not conflict with Agile or DevOps. Take a second look at what ITIL is intended to do and how it works with Agile and DevOps

Rating: 5 stars
Five tips to help fix IT fast

Improving IT stability quickly and efficiently takes planning. These five tips can help organizations fix IT issues quickly and permanently


Rating: 5 stars
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