This is one of the best articles and thoughts The ITSMguy has run across in a while.  We talk a lot of innovation and creating new services, but this is the first time this author has seen the subject boiled down to the interaction of people vs […]

Everywhere I go, I find support executives interested in web-based support, specifically chat. By “web-based” support I’m not talking about anything futuristic or complicated; I’m just talking about getting users to contact the support center via the web (through chat or some other request mechanism) vs. […]