What IT Assets You Need to Track in 2025
What IT Assets You Need to Track in 2025 The question “What IT assets should we track?” seems simple enough, but it’s […]
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How Agentic AI Will Revolutionize IT Support
How Agentic AI Will Revolutionize IT Support Prescriptive AI has been permeating the IT support industry for decades. The time
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How to solve the challenge of onboarding new employees
Serving as a panelist on HDI’s recent webinar, “Future Proof your Help Desk: Key IT Support Trends for 2025,” I enjoyed
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Building Long-Term Customer Success Through the Data Cloud
While real-time support operations form the foundation of customer service, long-term customer success requires a strategic approach to data utilization
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The Future of Service Management: Hopes And Dreams For Service
As we approach the end of the year, it’s natural to look back and reflect on what’s happened. But it’s
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Real-Time Intelligence: How Data Cloud Transforms Support Operations
Enhancing the Call Center Agent Experience: The AI Game-Changer Data Cloud technology has changed how organizations approach customer support operations
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How to Ask for More Service Desk Staff
In my company, IT is seen as a cost center (not a profit center), so keeping expenses as low as
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5 Key Takeaways from Service Management World 2024
Service Management World 2024 brought hundreds of IT and service management professionals together to discuss emerging trends, common challenges, and
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How to Improve Survey Return Rates
Sending out post-interaction surveys to consumers has long been touted as a service desk best practice. I would agree that
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5 Ways to Protect Your Support Center from a Cybersecurity Attack
How would your support center respond if a cybercriminal gained unauthorized access to sensitive customer data? The answer largely depends
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