News

News

  • August 29, 2001 29 Aug'01

    Quiz #2: Security Basics

    Take our fun quiz on security basics to see how your security knowledge stacks up.

  • August 29, 2001 29 Aug'01

    Quiz #4: Networking Hardware

    Take our fun quiz on networking hardware to see how your IT knowledge stacks up.

  • August 28, 2001 28 Aug'01

    Quiz #1: Help Desk Basics

    Our first self-study quiz tests some basic computer and Internet terminology and is dedicated to help desk representatives everywhere.

  • April 16, 2001 16 Apr'01

    Quick Takes: BA catches an iWave

  • February 21, 2001 21 Feb'01

    E-commerce and XML

    IT departments and developers underestimate how XML fits into solutions for e-business and e-commerce Web sites and Internet applications. E-commerce is no longer a mystery for anyone, and retailers have been bombarded for years by sales agents' "...

  • Sponsored News

    • How to build an agile support team

      With the world changing at lightning speed, agile support teams are finding ways to quickly adapt to the changing needs of their customers and their agents. See More

    • Agility starts with self-service

      Agile companies are pouring resources into online health centers, and with good reason. Anticipating and answering your customers’ most common questions helps to tame spiking tickets when teams are inundated or when staffing levels are low. More than 60 percent of agile companies (those who have kept resolution times stable, despite a surge in tickets) in our Zendesk Benchmark dataset have added new articles in recent months, while 15 percent have increased their staffing to ensure that content reflects the changing needs of their customer base. See More

    • Prioritizing fast responses with live channels

      There’s no magic formula for agility. What works for your team (and your customers!), may not work for everyone else. But for teams that have continued to respond to customers just as quickly as they did before the pandemic, one clear strategy has emerged: agile companies are prioritizing speed above all else. And they’re using live channels to do so. See More

    • Customers are turning to messaging. Why aren’t agile companies doing the same?

      If 2020 had a breakout star, messaging would be it. Usage of channels like WhatsApp and SMS (text) has grown faster than any other this year. And increasingly, customers are signaling that they want the convenience and familiarity of channels they already use in their personal lives. See More

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