A help desk professional is someone that balances customer service skills with technical competency to assistant internal employees or external clients with computer or technological issues. Internal ...

Although consumers and business clients are much more tech-savvy, in general, due to an increasing use of technology, it's still important to provide services like a help desk, knowledge base and ...

What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...

Alan Joch has been an independent business and technology writer for more than a decade. His expertise includes server and desktop virtualization, cloud computing, emerging mobile applications, and ...

AI transforms training. AI is reshaping customer service training by helping agents develop problem-solving skills and emotional intelligence through realistic, adaptive learning environments. Agent ...

Last September, Salesforce bought social customer service SaaS startup Assistly for $50 million-plus to help expand its service cloud offerings to small businesses. Today, Salesforce is debuting a ...