10 steps to implementing chat support

Chat support software can be a powerful tool for offering efficient help from a company website. Studies confirm that chat is both a cost-effective and user-friendly tech support channel, but too many organisations add chat without proper planning or have yet to implement it at all.  Donald Hasson offers a simple guide for introducing this […]

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Counting the costs of wasted time

A few hours wasted here and there may not seem too problematic, but as Ian Van Reenen of Autotask, the smallest inefficiencies add up to a big problem for service desks. According to the Metrics That Matter 2016 ITSP Benchmarking Study global survey of more than 1,100 ITSPs commissioned by Autotask, one-third of respondents with service desk […]

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IT Security

Can service desks help shield the business from IT threats?

Human error costs UK businesses £98.6 billion every year in security breaches. Matt Kingswood of IT Specialists (ITS) says the direct line between service desks and customers creates the perfect channel for education. Ransomware might be the trending topic in cybersecurity news, but it’s not the only cyber threat you should be looking at. There’s […]

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SITS Insight, SITS Community

Got what it takes to be SITS Insight writer?

Improve the quality of dialogue on SITS Insight while forwarding your standing and profile, by joining our panel of distinguished bloggers.  James West explains. SITS16 certainly lived up to its billing as the place to learn new ideas, hear different opinions and generally alter the way we think about key IT service challenges.  The seminar sessions […]

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