Today, its Magic Total Service Desk 7.0, released in February, is not only 100 percent browser based, but uses wizards to enable creating and customizing business rules, allowing help-desk and ...

Help your end-users make Help Desk calls the right way Your email has been sent If you've managed a Help Desk for very long, you know the frustrations your staff feels when dealing with callers who ...

Hold the phone: Your call center handles sensitive data, too. The contact center mostly has been forgotten as a potential point of breach -- even though customer service representatives take credit ...

FORT BELVOIR, Va. (Army News Service, June 18, 2008) - The Army Knowledge Online/Defense Knowledge Online Project Office marked the grand opening of a newly-renovated Help Desk Call Center with a ...

The day the Oklahoma Tax Commission (OTC) launched its new cloud-based call center, its Taxpayer Resource Center processed 105 more calls than usual and reduced its time to write call summaries. The ...

I work at a large manufacturing plant in the IT department. The plant operates 24 hours a day, 365 days of the year. Our IT department mainly works the normal daytime hours, but we also have staff on ...

When the City of Des Moines, IA, decided to create a help desk from the foundation up, CIO Michael Armstrong learned quickly the importance of having an IT service management tool. "We were simply ...