With our software solutions for Customer Service, ITSM, ISMS, Cyber Defense, we help companies be successful and comply with international standards.
What is important for international and remote teams? What should you pay attention to?
Customers want one basic thing: quick solutions to their concerns and problems. An intelligent self-service portal makes this possible, improving the customer journey and saving service employees’ time. However, it is important that companies approach thi
Automated workflows have considerable benefits for companies. They bring more security to processes and create much-needed freedom for employees and the customer. By achieving more in less time, productivity increases.
Functional workflows are essential for organizations to be successful. With clear, efficient and goal-oriented processes, tasks can be better completed and results clearly achieved. This article introduces you to workflows, their management and the overal
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
ITSM processes are essential for efficient IT service management (ITSM). The ITSM framework that’s based on the ITIL (Information Technology Infrastructure Library) forms the basis for this. Find out why no IT organization should be without ITSM processes
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.
Contact center solutions support agents and businesses in their effort to deliver value to the end customer. They make work more efficient and make sure that the service customers receive is of high quality.
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.
Help Desk vs. Service Desk. Know the key differences, functionalities, and benefits of each. Optimize your IT support today.
Asset management is the practice of gaining the most possible value from assets. Optimizing the use of your company's assets has financial and sustainability benefits. Asset management is the key to ensuring this optimization.
