With our software solutions for Customer Service, ITSM, ISMS, Cyber Defense, we help companies be successful and comply with international standards.
A process is a repeatable path a business takes to achieve its goals. Process optimization is used to analyze this path, improve it and intervene in a targeted manner in the event of obstacles or innovations. This article explains why this is so important
H2: Definition: What is escalation management? Escalation management is a procedure used by companies to deal with customer issues. It is used when agents are unable to help customers and the SLA window is getting tight. Escalating means passing the custo
Information is supposedly the most important commodity of our time. With the prevailing overload of information, it has recently become important to manage and filter it in a targeted manner - especially for companies. In this article, we explain why accu
In the modern corporate world, information technology (IT) services largely determine success and failure. IT forms the backbone of a company and gives it creative power. To stay competitive in business, technology must support profitability and sustainab
As businesses grow, providing the best service to customers becomes more complex. Once, there were only one or two people who simply answered the phone and provided assistance. Now, it's time to evolve: Your business needs a dedicated contact center to be
Excerpt Human resource management (HRM) is more than just personnel management. It encompasses all areas of an organization's human capital. Learn more about its importance, functions and future development.
This guideline showcases the ease of customer service (CS) support through OTRS customer service software by leveraging WA Business. Learn the need-to-know basics of the platform and the blueprint for implementing WA into your business CS structures.
Service Level Management (SLM) is an ITIL discipline and the basis for the successful implementation of IT service SLAs. Learn how to ensure that all service level management objectives are met and how ITIL 4 processes can help.
Finding and retaining suitable employees is becoming increasingly difficult. Today more than ever, HR management must be fit for the future. To achieve this, HR transformation is essential. We take a look at why.
IT Asset Management is essential for the efficient and secure management of IT assets. Avoid downtime and unnecessary expenses. Learn which important features an ITAM software solution should have.
Knowledge management helps customer service teams improve customer satisfaction (CSAT), time to resolution (TTR) and the overall customer experience. More simply said, it keeps customers happier and speeds up the work of customer service agents.
The decision to automate a process is not the end of the story. It's the implementation that counts - and that's easier with experts. Let's see why.
Risk management is an essential component of GRC alongside corporate governance. This is how you prepare your company for risks and recognize opportunities.
Drive efficiency with resource management. Understand what risks exist and how to avoid these.
This feature add-on allows agents to link tickets together using a primary/secondary relationship. Once linked, there are several benefits.
