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 ...

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 ...

Microsoft customers will soon be able to build their own artificial intelligence (AI) agents that can work on tasks like onboarding new workers or answering help desk questions. Microsoft announced in ...

Installed on a LAN, the SupportDesk 9.1 appliance is accessible via an Internet connection. Users open a browser session to a Web server running on the appliance. The informative pages on this Web ...

Search for the error over the web. You might get a very quick solution. 8. IF YOU GET AN ERROR MESSAGE, WRITE IT DOWN Many errors will vanish before you have time 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 ...

We compare the ticket management, customizable user interfaces, and other features of Freshdesk and Spiceworks, two IT-focused help desk software offerings, to see which one better suits your business ...

Google LLC wants to help customer experience agents be more productive and helpful with the addition of a new tool in Chrome OS Enterprise, called the Desk Connector. In a blog post today, ChromeOS ...

As companies increasingly use chat systems such as Slack and Microsoft Teams, other workplace tools have integrated with these messaging programs so workers can conduct business without needing to ...

SANTA CLARA, Calif.--(BUSINESS WIRE)--Espressive, the pioneer in artificial intelligence (AI) for enterprise service management (ESM), today announced an integration with Slack, enabling enterprises ...