The MIT Sloan Management Review says that “the 21st-century CIO must prioritize customer experience; it’s essential to competitive competitive advantage,” and Gartner says that IT executives “see the ...

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 ...

Time is money – that’s especially true when it comes to IT services. Without processes in place to effectively answer everyday questions or address minor issues, high-volume IT departments can easily ...

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 ...

A typical day in the life of a service desk agent used to be spent sifting through phone calls and emails, which inundate queues and slow down resolutions. This quickly depreciates the experience both ...

If you work in an office, take a moment to think about your average day. How many minutes of the day are spent not looking at a computer screen? If you break away and take part in meetings, ...

How do you future-proof your IT service desk when business growth is uncertain? Join this VB Spotlight to identify the tasks you should be automating to improve customer experience, decrease IT ...

I've been building websites and marketing campaigns for small businesses since 2010. I also run two businesses of my own: Hired Gunn Writing & Consulting and the Weeknight Writers group. I'm obsessed ...

While IT service desks now form the backbone of digital workplaces, organizations rarely designed them to operate remotely prior to the pandemic. However, with the inevitable rise of remote working, ...

The technologies in our personal lives — navigating Amazon for the first time, for example, or hailing our first ride from Uber — taught us about self-service. Now, at work, we expect the same quality ...

I've been building websites and marketing campaigns for small businesses since 2010. I also run two businesses of my own: Hired Gunn Writing & Consulting and the Weeknight Writers group. I'm obsessed ...

We’re looking for an IT help desk guru to provide internal support for employees and contractors. Candidates should have a mix of technical and customer service skills, and be passionate about ...