Post Archives - SympoQ Blog

Personalization Strategies, Challenges, and Benefits in Service Quality Improvement

In our previous article about general customer service, contact centers, and CRM, we emphasized the importance of Quality of Service in contact centers and the omnichannel approach to improve the…

January 23, 2025AI, call center, contact center, crm, customer satisfaction, help desk software

Evolution of Customer Service: From Call centers 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. More than ever, the…

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

software maintenance and prediction metrics

Software Maintenance Classification and Prediction Metrics

Software maintenance is one of the integral phases of the software development cycle. It includes the activities required to effectively support operating the software in its various aspects and utilization…

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

How much do we trust machines and algorithms: Explainable Artificial Intelligence

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

Employee relationship is an essential function of human resource management. An effective communication process established through appropriate media reduces the risks of confusion and conflicts between employees and management. SympoQ…

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 single point of contact in a service company

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

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

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 Agreements (SLA) and Service Catalog

The first step in creating a help desk Service Level Agreements (SLA) is to create a Service Catalog. At its most basic level, a service catalog is a list of all…

December 14, 2022IT services, service catalog, SLA

Software maintenance costs and best practices

As the twenty-first century advances more than 50% of the global software industry is engaged in modifying existing applications rather than writing new applications. This fact by itself should not…

December 2, 2022best practices, costs, software maintenance