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What Does It All Mean?   What is the difference between a help desk and a service desk and does it even matter? If we are getting technical, the answer is yes. The two terms, though often interchanged, do refer to two different forms of service. Here’s an easy way to keep them straight!  Help Desk […]

Think Before You Type   Let’s face it; dealing with difficult customers isn’t easy. When you’re answering service requests, it’s likely the customer has experienced something negative. Understandably, someone in that situation would not be in the highest of spirits.   Approaching every situation with the right perspective can make all the difference. To help you win a […]

Change Management Strategies & Your Business   There are plenty of reasons why a workplace would need to implement a change management strategy. Change management comes into play any time a group is undergoing a significant change with their daily work processes. Things like introducing new technology, an organizational change, or a company re-brand warrant a […]

First things first, let’s answer the big question: What is IT Service Management (ITSM)? ITSM pertains to all the projects in the design, creation, delivery, and support of your IT services. Now, ‘IT services’ is a board term because this can apply to any piece of technology at your workplace.  The Perks of ITSM  Got […]

“Work smarter, not harder,” they say. At this point, it’s a mantra we all know by heart.   But when it comes to selecting the right ticketing system for your business’s help desk program, you really shouldn’t have to choose between the two. And if you’re still using email ticketing as your main means of query organization, […]

Customer service is a tough gig. When you work at a help desk, the constant flow of requests can leave you feeling defeated. Anything that saves help desk agents time or provides customers with fast solutions can make the whole process easier. That’s why a help desk knowledge base is such a valuable tool to have.  What […]

It’s no secret that excellent customer service can lead your business to success; And in the pursuit of truly great support, there’s no better tool than help desk software.  But try as you might, your business doesn’t run on aspirations of excellence alone. No, at the end of the day, you have to consider not just the quality, […]

We get it – with a new project on your desk each day and seemingly endless meetings on the horizon, your efforts to keep organized at work can feel futile at best. But no matter how insurmountable the task of getting organized may seem, the importance of a properly coordinated work-life can simply not be overstated.  […]

The Expectations for Your Customer Service Program Have Never Been Higher.   From social media to email, to mobile apps and advances in voice search, there are now more ways than ever before for your clients to communicate with – and, inevitably, request support from – your business. Despite the break-neck pace at which new pathways […]