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 ...

Over are the days of the reactive IT help desk with a basic mandate of recording and responding to IT issues from end users. The help desk now sits at the core of an organization’s IT service ...

65% of IT help desk teams dealing with excessive stress, burnout Your email has been sent A new report from Splashtop shows that IT support is under a great deal of ...

For operations and technical leaders, crafting a support organization is as much an art as it is a science. Customer service, technical support, customer success, help desk—there are so many terms out ...

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 ...