Today, its Magic Total Service Desk 7.0, released in February, is not only 100 percent browser based, but uses wizards to enable creating and customizing business rules, allowing help-desk and ...

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 ...

Help your end-users make Help Desk calls the right way Your email has been sent If you've managed a Help Desk for very long, you know the frustrations your staff feels when dealing with callers who ...

I work at a large manufacturing plant in the IT department. The plant operates 24 hours a day, 365 days of the year. Our IT department mainly works the normal daytime hours, but we also have staff on ...