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 ...

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 ...

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 ...

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 ...

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 ...