Sean has over 20 years of experience in customer service and technology support. He joined Sac State because he believes education and technology can improve lives. Sean values teaching, learning, and ...

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 ...

Dan Tynan is a freelance writer based in San Francisco. He has won numerous journalism awards and his work has appeared in more than 70 publications, several of them not yet dead. At first, when ...

When Anthony McCloud graduated from Graceland University in 2000, he didn’t have a smidgen of business experience. He didn’t know the first thing about business processes, customer service, or 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 ...