Traditional metrics that once defined the effectiveness of help desk operations within law firms are undergoing a profound transformation. Over the next 12-18 months, the legal industry will see ...

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 ...

WhatsApp for Zendesk Enables Help Desk Support to 1.5B Users Companies using WhatsApp for Zendesk can now respond quickly to 1.5 billion chat users in 180 countries using one of the most popular ...

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 ...

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 ...

Salesforce.com on Tuesday unveiled a new SaaS (software as a service) help-desk application called Desk.com that can reach end users through social networks like Facebook and Twitter. Desk.com, which ...

The impact of the pandemic on educational programming has created what will more than likely be fundamental and foundational changes to the traditional classroom environment. In general, the ...

The Department of Immigration and Citizenship has gone to market for vendors to replace two major contracts for mainframe and end-user help-desk services. Since 2005, the department has been sourcing ...