Whether you’re on the IT team at a company or work for a managed service provider (MSP), a help desk ticketing tool is a must for providing solid tech support. These applications give IT staff and end ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

The Drexel IT Help Desk is Tech Lounge at 3401 Market. We offer expert technical service and support for Drexel students, faculty, and professional staff. From help with your Drexel account to ...

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 ...

Tapping into level 1 and level 2 support services at scale, the clinical service desk can do more than just resolve the issue but also help with training, build changes and more. As agents apply their ...

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 ...

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 ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. It’s still the information technology (IT) dark ages despite portal, help desk toll-free ...

It's a tough decision. On the one hand, you've got a ton of mission-critical data deeply entwined with an existing software solution that manages it all. On the other hand, that software solution is ...

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 ...

Is there a site(s) I could review that goes over general methods for dealing with customers/solving their problems? Things like do's and do-not's in regards to interactions, questions to ask, steps to ...