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Today’s enterprise service management (ESM) solutions provide little visibility into the quality component of a service experience. It’s possible to track basic metrics, like cycle time and the [...]

Most passwords can be cracked in a matter of seconds. In a 2015 interview, Edward Snowden said, “For somebody who has a very common eight-character password, it can take less than a second for a [...]

Organizations have made painstaking efforts to create complex and expensive help desk and ticketing solutions to enable the support process. This includes IT, engineering, and HR support, among [...]

Organizations with shared services are often ill-equipped to provide employees with a customized internal support solution. The average ticketing system structure we’ve all grown accustomed to [...]

Imagine ordering something from a big name e-commerce website when, a few minutes later, a fraudulent email hits your inbox asking you to confirm your order or update incorrect credentials. Maybe [...]