Episodes
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Bonus - ITAM and knowledge management with Roots Canada
Chances are, if you’re Canadian, you’ve heard of – or owned something from – Roots. Over the past few years, TOPdesk Canada has helped Roots streamline processes within their IT department, implementing the ESM software to help with their service delivery. In this bonus customer story, join…
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S2: E08 - Journey to the TOP: Wolter Smit
For our final episode of the season we are joined by TOPdesk co-founder and CEO, Wolter Smit. Wolter takes us through the highlights of his journey with TOPdesk thus far, sharing some captivating insights along the way. Given the evolution of technology that he has been a witness to, and been a...
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S2: E07 - Knowledge Management: Work Smarter, Not Harder
Knowledge is Key - In this episode we hear from TOPdesk Consultant Hannah Price, as she sheds some light on the importance of Knowledge Sharing and KCS. In addition to our wonderful guest, TOPcast team member Anushi stands in as guest host for this episode. Tune in to learn helpful tips…
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S2: E06 - Customer Stories: Laurie Morrow
Implementing a new Service Desk in the middle of a global pandemic is no easy task. Tune in to hear from Laurie at Agricultural Financial Services Corporation (AFSC) to learn about some tips and tricks to move away from using the service software as a tracking tool that creates lots of overhead,...
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S2: E05 - Improving Virtual Interaction
As a manager you have probably found yourself wondering how to keep the office culture alive amidst virtual meetings. Is it enough to create online coffee chats, and other watercooler style meetings? Tune into this weeks' episode to hear the lived experience of Ray McGuire, as he shares some…
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S2: E04 - Customer Stories: Tom Wearing
In this episode we sit down with Tom Wearing from London District Catholic School Board to discuss his experience within the IT industry and TOPdesk. Tom walks us through his journey with TOPdesk, pointing out key tips and tricks that have been successful to his service team. And in the back half...
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S2: E03 - Rekindle Collaboration
Collaboration is more than just working together. In Episode 3 we hear from Michiel Otting, with over 20 years of experience in the field helping organizations add value to their service departments, he has some insights to share on how to excel collaboration strategies. “A culture is a…
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S2: E02 - Sustainable Self-Service
Organizations have quickly realized the importance of an intuitive Self-Service Portal with a good Knowledge Base to empower customers to enable customers to solve issues themselves. Tune into today's episode as we dive into how to create a sustainable Self-Service infrastructure in your...
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S2: E01 - Customer Stories: Forward thinking for 2021
In the opening episode of our second season we get into detailed discussion with two of TOPdesk's Customer Success Manager's. They share plenty of stories and experiences they have from the past year and look to the future for ways they plan to help service desk's become future proof! A must…
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S1: E10 - Maximize Self Service, Minimize Walk-ups
“Minimizing walkups is equally about enabling a culture change, as much as it is about developing the infrastructure to support that transition.” We wrap up this season of TOPcast with guest speaker Pamela MacMillian (a Canadian at heart and avid Celine Dion fan) who has worked with organizations...
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S1: E9 - ServiceDesk Leadership: Empowering your Team
Are you empowering and challenging your team though Transformational Leadership? As more companies engage in hybrid working, are you adapting your leadership strategy to empower your team through these challenging times? Tune in to hear from Tom Wolting, an Experienced Manager (and a Taylor Swift...
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S1: E8 – Hybrid and Agile Working: Adjusting to the New Norm
As Coronavirus restrictions ease many businesses are allowing employees working from the office again while adhering to social distancing policies, this creates a hybrid working mechanism that can be enhanced by working in an “Agile” way. What does this mean? And how does this apply to me? Tune…
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S1: E7 - Leveraging Metrics to Benefit the Customer
How efficient is your service department in using reports and metrics to improve your user experience? Does your team leverage standardization to resolve tickets, or regularly report on the usage of knowledge items to resolve calls? What other under-rated metrics could be flying under your radar?...
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S1: E6 - Post-COVID Digital Transformation Opportunities
Strategic project planning has become increasingly more important in recent times. Will more colleagues opt to work from home post pandemic? How will this impact your day-to-day? Join Braden and our returning guest, Kugi Usmani as they dive into some digital transformation opportunities that our...
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S1: E5 - Enterprise Service Management: Breaking Down Departmental Barriers
Many service teams face the same similar challenges when trying to align work across different departments. Today we hear from Wout van den Eijnden, a TOPdesker with 7+ years of experience breaking down departmental barriers, and facilitating a streamlined experience for service departments…
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S1: E4 - Cultural Change? Fear not!
As we all try to find a ‘new normal’, post-COVID way of working across the globe, cultural change is inevitable. But why do so many organizations fear this? What are the key inhibitors of change that need to be addressed? Great Questions! Tune in to hear from Ben Scavuzzo as he shares some tips…
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S1: E3 - ITSM: Customer Experience is Key
This week TOPcast takes you on an international journey to hear from Tuan Vu an experienced Service Management Consultant sharing this thoughts on the importance of a customer centric ITSM tool!
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S1: E2 - Hybrid Working: Smarter Remote Management
COVID-19 has brought about a new way of working that has begun to shift working styles beyond this pandemic. With a new hybrid style of working on the horizon, how do we address the new challenges of digital engagement and motivation of colleagues? How do we make remote management work for your...
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S1: E1 - Shift Left: Doing More with Less
Are you curious about how to improve processes in your IT department through sharing knowledge? What is Shift Left? Check out this short video! Tune in as our host Braden Jones speaks with Kugi Usmani and Yash Parikh, who share their invaluable expertise as Service Management Consultants at…
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About this show
Our people make the difference! TOPcast episodes feature experts and peers in the IT Service Management world to share new trends, insights and best practices. Powered by TOPdesk, your guides to service excellence!
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