Post Archives

Software Usability, Acceptability, User Experience

Software Usability, Acceptability, and User Experience

Modern software development increasingly emphasizes user orientation and improving user experience. However, numerous challenges remain in the acceptance, usability, and acceptability of software. A particular challenge arises when a software…

November 22, 2025

Personalization Strategies, Challenges, and Benefits

In our previous article about general customer service, contact centers, and CRM, we emphasized the importance of quality of service and the omnichannel approach to improve the customer experience. Contact…

January 23, 2025AI, crm, customer satisfaction, help desk software

Evolution of Customer Service: From Call and Contact Centers to CRM

The service industry is experiencing exponential growth through a multitude of different services offered to customers, along with simultaneously expensive distribution channels and intense price competition. The challenge of attracting…

November 9, 2024call center, contact center, crm, customer support, single point of contact

software maintenance and prediction metrics

Software Maintenance Classification and Prediction Metrics

Software maintenance constitutes a crucial phase within the software development lifecycle. It encompasses the necessary activities to adequately support the software's operation across its diverse aspects and usage cycles. In…

October 11, 2024classification, costs, software development, software maintenance

How much do we trust machines and algorithms: Explainable AI

The use of artificial intelligence (AI) applications, along with the benefits they offer, has been on the rise in recent years. Researchers have shown a growing interest in AI models,…

September 25, 2024AI, artificial intelligence, XAI

HR Help Desk Software

One of the key tools required for successful human resources management is an effective HR help desk software. It requires careful implementation of several HRM functions in medium to large…

September 1, 2023help desk software, HR, HRM, human resources, knowledgebase

Classification of software failures and defects

In one of our previous articles, we discussed how various support ticket classifications can be implemented in our help desk software for customer service and support. We've received a lot…

August 23, 2023categorization, classification, defects, IEEE 1044-2009, software failures, support ticket

Five benefits of a single point of contact in a service company

Seeking a solution for overcoming a potential bottleneck in the customer service and support process may require a detailed analysis. Among the most common solutions is to establish a single point…

June 24, 2023customer satisfaction, helpdesk, single point of contact

Top IT helpdesk practices driven by customer satisfaction

One of the most common frustrations of customers and IT helpdesk representatives is when a customer request has to get resolved outside of the helpdesk. A typical scenario is as…

February 2, 2023customer satisfaction, it helpdesk, practices

Help Desk Service Level Agreement (SLA) and Service Catalog

The first step in creating a Help Desk Service Level Agreements (SLA) is to create a Service Catalog. At the most basic level, a service catalog provides a list of…

December 14, 2022IT services, service catalog, SLA