Preparing for Intelligent Search

As businesses are becoming more and more data-driven, knowledge has become an important asset for any organization. And since the knowledge in a firm is collected in multiple applications & repositories, implementation of intelligent or cognitive s…

The Complete Guide to Cost Per Ticket

The two fundamental metrics of desktop support are customer satisfaction and cost per ticket. While more companies are measuring customer satisfaction than before, only a few emphasize on unit cost. The fact that customer satisfaction is subjective in …

7 Ways to Manage a Talent Shortage

Between the rapid rollout of vaccines, the financial stimulus, and increasingly positive jobs reports, hiring is on the rise. Nearly half of the 22 million jobs lost during the early months of the pandemic have been recovered. And U.S. Treasury Secreta…