Tobias Kortas
Posts by
Tobias Kortas
Customer service management: background, advantages, functions
Customers expect, demand and deserve excellent service.
Companies must recognize that the quality of service delivery is a decisive factor for their success. After all, winning a customer costs a lot of money. Losing it due to poor service would be a financial mistake.
This article explains how to achieve targeted customer service management in order to protect the bottomline.
First contact resolution: definition, (dis)advantages and best practices
First contact resolution (FCR) is an important key call center metric. It reveals insight into how effectively the support team is working. It is, however, only effective if companies use it skillfully.
In this article, you will learn how FCR can optimize your service management efforts and improve customer satisfaction.
AI in Customer Service
Artificial intelligence in customer service is an important competitive factor. This article explains the importance of artificial intelligence (AI) in customer service, its benefits and useful best practices.
10 best practices for successful service management
The services that companies provide to their customers contribute directly to their reputation and long-term economic stability. It is not just about running a service management system anymore. It is about doing it smartly. This article explains how this works.
Automated customer service: advantages, best practices, examples
Customer service is an important success factor for companies. After all, the image that a customer has of a company manifests itself above all in the service experience. Automation is a promising way to provide fast and individualized services - but caution is advised in some areas. This article explains how good automated customer service works.
Task management: definition, examples, methods, software
Everything in a professional context revolves around tasks. This makes it all the more important to organize them sensibly and purposefully. In order to fully benefit companies, tasks should serve a higher purpose, be well structured and completed on time. This article shows how this can be achieved with effective task management.
IT Solutions: How companies benefit from them
Problem - solution: It's a simple connection, but one that sometimes requires complex steps. An IT solution is more than a piece of software. It is a comprehensive approach that technical support uses to solve a business problem or improve a process.
Here we explain exactly what business IT solutions are, what types exist and how companies can benefit.
IT change management: background, objectives and checklist
IT change management is the key to making IT system changes smooth and efficient. It minimizes risks in a targeted manner and ensures maximum system stability. It also strengthens cross-team communication, meets compliance requirements and promotes seamless collaboration - for uninterrupted business operations.
Awarded – Gartner Digital Markets recognizes OTRS
We are pleased to announce that Gartner Digital Markets brands Capterra and Software Advice have recognized OTRS multiple times in 2024. Our product was mentioned in several flagship reports.
Mobile device management: definition, applications and best practices
With an ever-increasing and diversified device environment in modern organizations, effective device management is crucial. This article explains what mobile device management is. It also discusses why it is important and how to implement it effectively.
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