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 ...

Altiris last week introduced an upgraded version of its help desk software that’s designed to cut down on support calls by automating fixes and letting end users help themselves. Altiris last week ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

I started my IT career doing help desk/support for about 4 years, after which I moved into a business analyst position, and then to my current position as a project manager. In all I have about 8 ...