A help desk professional is someone that balances customer service skills with technical competency to assistant internal employees or external clients with computer or technological issues. Internal ...

The rise of social media should horrify any company with crappy customer service. Right now, with minimal effort, any disgruntled customer can use a service like Twitter to voice their complaints to ...

When an employee or customer needs virtual technical assistance, an agent from a remote help desk can resolve the issue quickly and conveniently. As many businesses around the U.S. have permanently ...

Aging help desk systems hinder remote support and IT fixes. Cloud-based help desks cut costs, ease complexity, boost IT. 28% of businesses are automating IT and help desk services. Along with aging ...

Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...

Continuum has expanded its Service Desk offering to include round-the-clock end-user support and more CRM integration, according to the company. The addition allows managed services providers to ...

No one would argue that achieving provider satisfaction is a top goal for healthcare IT support leaders and teams. What if your IT service desk could deliver satisfaction to clinical staff, too? Could ...

Help desks are a growing feature that is commonly found on websites to help users get the most out of a tool, application or platform. However, a help desk can't just be viewed as a functional ...

Traditional metrics that once defined the effectiveness of help desk operations within law firms are undergoing a profound transformation. Over the next 12-18 months, the legal industry will see ...