Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...

Call center costs vary and many systems are available. Finding the right one for your business can be challenging. Here’s what you should consider.

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 ...

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 ...