Jan-Willem Middelburg
Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia
500+ kenalan
Perihal
Jan-Willem Middelburg is a Dutch entrepreneur and author, with a passion for technology…
Artikel oleh Jan-Willem
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Service Automation and Robotic Process Automation
Service Automation and Robotic Process Automation
Oleh Jan-Willem Middelburg
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2020 - Looking ahead at the decade of smart technology
2020 - Looking ahead at the decade of smart technology
Oleh Jan-Willem Middelburg
Sumbangan
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How can service desk performance metrics help you track the impact of new technologies?
Ultimately, it is about defining metrics that matter, and that have a positive impact on customer experience. Still until this day, is see metrics like 'percentage successfull changes', 'average time to close a ticket', etc. These metrics will give very little insights and have limited to no impact on customer experience. Defining metrics that measure end-to-end customer experience, or focus on reliability of service - as we see in SRE - are much more meaningful, because they are defined from a customer experience perspective.
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What challenges do service desk managers face when developing training programs?
Knowledge retention is probably as important as the training itself, but unfortunately the 'retention' part is frequently overlooked. One of the approaches is found most effective is to have training systems that include retention learning. These systems prompt questions a few weeks or months after a training program, and ask participants questions to see how welll they remember certain topics. If participants fail many questions, the 'retentions score' in de LMS drops, and you would need to rewatch some of the modules again. Since it is tailored to individuals, I find this a highly effective approach.
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What challenges do service desk managers face when developing training programs?
The skills gap in service desks is rarely about technical skills or product-specific knowledge. The most important capability on the service desk is to be 'business-focused', meaning to that service desk staff understand what is important (versus what is not). What it a good way to estimate the priority of the request or to ticket? How to determine which business services are critical? These are the questions that everyone at the service desk should be able to answer. Training and focusing on businesses understanding is therefore of critical importance to enable performance.
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How can you ensure your incident response team meets GDPR and ISO 27001 standards?
More than everything else, a key part of making any Incident Response Team successful it to ensure the rest of the organization is 'data literate.' Prevention is always better than response. So ensuring every employee in any organization has a fundamental understanding of how data can be used (or misused), helps significantly in prevention and complying to GDPR and ISO27001.
Aktiviti
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I am still buzzing with excitement from last week's event! As the Country Account Manager for Exin, it was an absolute pleasure to be back and…
I am still buzzing with excitement from last week's event! As the Country Account Manager for Exin, it was an absolute pleasure to be back and…
Disukai oleh Jan-Willem Middelburg
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Site visit to Asia School of Business.... No, wasn't signing up for a MBA course but was there conducting a training class. 😅 The facilities are…
Site visit to Asia School of Business.... No, wasn't signing up for a MBA course but was there conducting a training class. 😅 The facilities are…
Disukai oleh Jan-Willem Middelburg
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Aaah wat een eer dit! Door MT/Sprout bekroond als ondernemer waar je echt iets van kunt leren. En dat er nota bene ook nog een verwijzing naar mijn…
Aaah wat een eer dit! Door MT/Sprout bekroond als ondernemer waar je echt iets van kunt leren. En dat er nota bene ook nog een verwijzing naar mijn…
Disukai oleh Jan-Willem Middelburg
Pengalaman
Pendidikan
Lesen & Pensijilan
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R Programming
Johns Hopkins University Advanced Academic Programs
Dikeluarkan padaID Bukti Kelayakan 67EWCLP4VVMX -
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Penerbitan
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The Enterprise Big Data Framework
Kogan Page
Businesses who can make sense of the huge influx and complexity of data will be the big winners in the information economy.
This comprehensive guide covers all the aspects of transforming enterprise data into value, from the initial set-up of a big data strategy, towards algorithms, architecture and data governance processes. Using a vendor-independent approach, The Enterprise Big Data Framework offers practical advice on how to develop data-driven decision making, detailed data analysis…Businesses who can make sense of the huge influx and complexity of data will be the big winners in the information economy.
This comprehensive guide covers all the aspects of transforming enterprise data into value, from the initial set-up of a big data strategy, towards algorithms, architecture and data governance processes. Using a vendor-independent approach, The Enterprise Big Data Framework offers practical advice on how to develop data-driven decision making, detailed data analysis and data engineering techniques.
With a focus on business implementation, The Enterprise Big Data Framework includes sections on analysis, engineering, algorithm design and big data architecture, and covers topics such as data preparation and presentation, data modelling, data science, programming languages and machine learning algorithms. Endorsed by leading accreditation and examination institute AMPG International, this book is required reading for the Enterprise Big Data Certifications, which aim to develop excellence in big data practices across the globe. Online resources include sample data for practice purposes. -
Service Automation Framework
Van Haren Publishing
Service Automation is the concept of achieving customer loyalty by the use of automated technologies and builds upon a large demographic and sociological trend. We are the self-service generation, who are able to make our own decisions. The self-service generation is nowadays used to search, evaluate and purchase products online for a number of years now.
This book will give you deep insight into the concept of Service Automation, the concept by which you can automate customer service in…Service Automation is the concept of achieving customer loyalty by the use of automated technologies and builds upon a large demographic and sociological trend. We are the self-service generation, who are able to make our own decisions. The self-service generation is nowadays used to search, evaluate and purchase products online for a number of years now.
This book will give you deep insight into the concept of Service Automation, the concept by which you can automate customer service in your organization. If you adequately apply Service Automation in your organization, you will see both employee and customer satisfaction rise and significantly increase the number of people who ‘like’ your company.
The Service Automation Framework (SAF®) has been created to find a methodical way to discuss Service Automation. It offers a simplistic version of any organization, which includes a number of processes that every organization can think of to systematically enhance its Service. As with any model, it is a simplified version of reality, but it structures the mind and provides uniform terminology when discussing the contents with co-workers and colleagues. Nothing more, nothing less. We encourage you to adapt and apply the model in any way that you see fit and which helps you and your organization.
This book is intended for anyone who has ever experienced that the level of Service in his organization can be increased and is looking for guidance on a step-by-step model to achieve this, whether you are an entrepreneur, executive, consultant or work in the field of academia. -
Serious Gaming - Experiential Learning (Dutch Publication)
Trophonios
Ever since we were children, we learn from playing games with each other. Various studies have shown that learning by actually performing tasks still remains one of the most effective ways to change our behavior. Nowadays, a complete industry focuses on the topic or Serious Gaming.
Serious games are simulations of real-world events or processes designed for the purpose of solving a problem. Although serious games can be entertaining, their main purpose is to train or educate users…Ever since we were children, we learn from playing games with each other. Various studies have shown that learning by actually performing tasks still remains one of the most effective ways to change our behavior. Nowadays, a complete industry focuses on the topic or Serious Gaming.
Serious games are simulations of real-world events or processes designed for the purpose of solving a problem. Although serious games can be entertaining, their main purpose is to train or educate users, though it may have other purposes, such as marketing or advertisement. Serious game will sometimes deliberately sacrifice fun and entertainment in order to achieve a desired progress by the player. Serious games are not a game genre but a category of games with different purposes.
This book explores explores the vision of 12 key leaders in the serious gaming industry. Each expert has contributed an article on how Serious Games change our learning culture and how he or she contributes to this change. A must read for anyone looking to transform the word of education.
Pengarang lainLihat penerbitan
Pengiktirafan & Anugerah
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Outstanding & Innovative Global Training Award
Malaysia-Canada Business Council
In conjunction with MCBC's 25th Anniversary, a handful of the most distinguished corporations and individuals in their respective industries are being recognized for their contribution to International Trade. Pink Elephant was awarded the Outstanding & Innovative Global Training Award.
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Best IT Education Provider 2014
Springest
In December 2014, for the second year in a row, Pink Elephant was chosen by Springest as the "Best Education Provider" of the Netherlands in the category IT and Web. We are especially proud of this award, since it is based on client- and customer reviews.
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Best IT Education Provider 2013
Springest
In December 2013, Pink Elephant was chosen by Springest as the "Best Education Provider" of the Netherlands in the category IT and Web. We are especially proud of this award, since it is based on client- and customer reviews.
Bahasa
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English
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French
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German
Kecekapan asas
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Dutch
Penutur asli atau dwibahasa
Cadangan diterima
6 orang telah mengesyorkan Jan-Willem
Sertai sekarang untuk melihatLagi aktiviti oleh Jan-Willem
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Today I will be speaking on ESG data encompasses metrics related to environmental, social, and governance factors that organizations use to measure…
Today I will be speaking on ESG data encompasses metrics related to environmental, social, and governance factors that organizations use to measure…
Disukai oleh Jan-Willem Middelburg
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Getting ready for a podcast recording with Harald Røine #dataliteracy #DataandAILitereacy #BDC #BDCAcademy Business Data Challengers…
Getting ready for a podcast recording with Harald Røine #dataliteracy #DataandAILitereacy #BDC #BDCAcademy Business Data Challengers…
Disukai oleh Jan-Willem Middelburg
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Today…. A two day training “Design Thinking” with Timo Beemster, PhD at the Agile Scrum Group #ContinousLearning #DataLiteracy #DesignisImportant…
Today…. A two day training “Design Thinking” with Timo Beemster, PhD at the Agile Scrum Group #ContinousLearning #DataLiteracy #DesignisImportant…
Disukai oleh Jan-Willem Middelburg
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The Data Literacy Fundamentals course will teach you how to work effectively with data. Interested in taking the program? Check out the preview…
The Data Literacy Fundamentals course will teach you how to work effectively with data. Interested in taking the program? Check out the preview…
Disukai oleh Jan-Willem Middelburg
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Great revision on understanding of Procurement Management processes.
Great revision on understanding of Procurement Management processes.
Disukai oleh Jan-Willem Middelburg
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Pitching - it is heavily on the setting of the frame, not the details, edgy one liner or an emotional story. The photo is a self-reminder: the good…
Pitching - it is heavily on the setting of the frame, not the details, edgy one liner or an emotional story. The photo is a self-reminder: the good…
Disukai oleh Jan-Willem Middelburg
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🚀 Don’t miss the opportunity to enhance your knowledge of data and (Gen)AI and how help your workforce to embrace this new era ! Join the webinar…
🚀 Don’t miss the opportunity to enhance your knowledge of data and (Gen)AI and how help your workforce to embrace this new era ! Join the webinar…
Disukai oleh Jan-Willem Middelburg
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Hızla gelişen dijital dünyada, veri ve yapay zekayı ustalıkla kullanmak, yenilikçiliği teşvik etmek ve kurumsal büyümeyi sağlamak için olmazsa olmaz.…
Hızla gelişen dijital dünyada, veri ve yapay zekayı ustalıkla kullanmak, yenilikçiliği teşvik etmek ve kurumsal büyümeyi sağlamak için olmazsa olmaz.…
Disukai oleh Jan-Willem Middelburg
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#大數據國際認證 #DataLiteracy #數據素養基礎 #DLF 自修課程認證考試 https://lnkd.in/gacfjPMy 課程報名表,9/11(三)截止。 https://lnkd.in/gCRHrQzW #數據素養基礎…
#大數據國際認證 #DataLiteracy #數據素養基礎 #DLF 自修課程認證考試 https://lnkd.in/gacfjPMy 課程報名表,9/11(三)截止。 https://lnkd.in/gCRHrQzW #數據素養基礎…
Disukai oleh Jan-Willem Middelburg
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Cybiant's Team of RPA Consultants taking the lead in upskilling to support all of our Customers on UiPath Specialized AI Solutions. Congratulations…
Cybiant's Team of RPA Consultants taking the lead in upskilling to support all of our Customers on UiPath Specialized AI Solutions. Congratulations…
Disukai oleh Jan-Willem Middelburg
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