The help desk solutions available in today’s marketplace differ markedly from those of even a few years ago, however. Among the most dramatic technology shifts is where the help desk actually resides—not within the company’s walls, but in the “cloud.” The next generation of help desk...
Date Published - Last Updated April 30, 2015
We needed to find ways to head off the expected volume increase while expanding the breadth of knowledge across all of our support agents.
Date Published - Last Updated June 2, 2016
Fiserv began implementing its knowledge management strategy in 2012. First, they implemented a process to streamline the receipt of knowledge updates.
Date Published - Last Updated June 2, 2016
While it was clear the Knowledge-Centered Support (KCS) methodology would help to address some of the key problem areas within the ATSC, it was also evident that KCS would have significant benefits for the organization.
Date Published - Last Updated June 2, 2016
Date Published - Last Updated March 27, 2025
We were looking for increased functionality, including automation, defined escalation paths, trend analysis, and real-time dashboards and reporting.
Date Published - Last Updated June 2, 2016
Date Published - Last Updated March 27, 2025
Date Published - Last Updated December 30, 2022
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Configuration management is about...
Date Published - Last Updated July 21, 2016
Date Published - Last Updated December 30, 2022