Growth and peaks are a welcome sign for any business, but they often bring an unwelcome challenge:...
IT Help Desk
Powering Transformation with Strategic Retail Technology Support
The retail industry is undergoing a profound transformation, fueled by shifting consumer expectations and...
How Professional IT Help Desk Support Delivers Strategic Business Value
The cost of IT downtime is higher than most businesses realize. According to recent research from ITIC's...
Evaluating Your IT Help Desk Services: What You Need To Know
Most company leaders often overlook their organizations’ IT help desk services—a potentially risky...
Mastering Tier 1 Help Desk Support: Skills and Challenges
All aspects of help desk support are crucial to ensure successful outcomes, but what’s known as Tier 1 help...
Proven Agent Training Techniques Rapidly Prepare Netfor’s Team for Government Needs
“Government should run like a business” is a common refrain, and managers of government agencies at all...
Omni-Channel Support You Didn’t Know You Needed
Justin from IT peers nervously across the room. Malayka’s workstation is about 150 feet away, down the center aisle and after a brief turn to the left. With Malayka’s…
QCB – Why Is It Better Than Holding?
You know the drill. You need something or have a problem, so you call the handy phone number only to be a recorded message telling you that all agents are helping other callers…
Why Every Service Level Agreement (SLA) Can’t Be 100%
Zero defects. Complete satisfaction. Get it right the first time. American businesses are obsessed with perfection and SLA. So new clients are often surprised when we tell them we’ll never deliver…
6 Common Internal Help Desk Challenges and Their Impact
It’s common for companies to assume they know more about their products and services than anyone else, so it comes as no surprise they also assume they can do the best job of providing
How Refined IT Troubleshooting Leads to Outstanding Service
For decades, support organizations have responded to customers’ requests by saying, “Of course we’ll try everything under under the sun to fix that problem for you,”…