President & CEO of Peak Process Group, an industry-leading Operational Consulting firm specializing in functional design & development. Despite a rapid rise in automated customer support ...

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 ...

In this special guest feature, Gabby Nizri, Co-Founder and CEO of Ayehu, lays out the difference between a chatbot and a virtual service agent and identifies the challenges and opportunities that ...

Salesforce.com today announced the launch of Desk.com and Desk.com Mobile, new social help desk platforms specifically built for small and midsized businesses (SMBs). Built with social at its core, ...

You may have heard about the benefits of consolidating help desk instances, from increasing your support team’s efficiency to enhancing the global customer experience. But are these advantages worth ...

The IT Service Desk Agent is responsible for diagnosing computer problems and responding to user inquiries and escalating issues within the IT Department or 3rd Party supplies. A key responsibility of ...

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 ...

Clinical IT Service Desk: Your New Model for Strategic IT Operations? Today, clinical teams and patients expect healthcare technology to work — every time, any time. With technology touchpoints ...

Earlier this month, UniPress Software Inc. rolled out FootPrints 6.0, a new version of its Web-based help desk software. The company believes that some of the features of its software package might ...