More than ever, differentiation from the competition is based on customer service and the customer experience. In this context, the term CRM is heard more and more often. What exactly does it mean?
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.
Customer Service Templates provide OTRS agents with ready-to-use and customizable text templates. Keeping consistent information for the customer and saving admin time!
Change Management enables the structured implementation of activities that are necessary to achieve the goals of an organization or company. Learn two of the most important models and reduce your company's risk during the change process. With the right software, you reduce the risks for your company in the change process.
If customers are regularly waiting for a response or applicants don't know the status of their application, it's probably time to look at process improvements and tools that can relieve employees of some of the administrative overload.
ISO 27001 certification signifies that a company or organization has established an ISMS that is in line with the international standard. Learn what you need to look out for and how to find the right ISMS solution to support certification efforts.
Business owners ask me these three questions about moderinizing their businesses. Here are my answers.
The current movement in the labor market increases the opportunity for companies to recruit new skilled workers. Professional HR processes support this and ensure that they stay.
Companies are increasingly opting for cloud solutions, and manufacturer portfolios reflect this. What does this trend mean, and why are there still on-premise solutions?
Risk management software helps organize, manage and control a company's risk based on up-to-date data.
What is the state of workflows and business process automation in companies? The latest OTRS Spotlight looks at obstacles and BPM trends.
Grey market, product manufacturer, create it ourselves, or stick with what we do today . . . As you set technology priorities for the upcoming year, you will investigate products and services to improve workflows and offer more security.
Automate process workflows to improve service. Important tips and examples that guide help desks and service desks toward more efficiency.
A step-by-step plan helps increase IT security in production. More than half of companies are not ideally prepared for an IT security incident.
Hybrid working, i.e. a mix of working from home and in the office, currently seems to be the most popular solution for employees. What steps do companies need to take to make this possible?
Digitalization in schools is still going slowly. What can be the right path to a digitalized school? Five tips.
Artificial intelligence has been part of our lives for a long time. What exactly do we mean by this, how is machine learning to be classified and is AI used everywhere?
When you are a business and spend money to have a product implemented, trial/error, exploration or educated guessing lead to lots of rework and costly mistakes. How can you avoid this?
Grey market providers proliferate and can have dangerous consequences. How you can be sure to buy directly from the software manufacturer and stay innovative for the future.
Digital transformation isn’t just a buzzword. It’s an organizational and cultural trend that every business needs to embrace. How do startups incorporate this transformation into their strategy?
We cling to habits when we see in change a risk of losing our current status quo. Unfortunately, by doing so, we also miss the opportunity to improve the status quo.
More and more companies are opting for agile working. But what exactly does it mean, how can it be implemented successfully, and what are the difficulties?
Higher ed institutions are being forced to undergo digital transformation in the same way as all other industries right now.
It's time for IT organizations in the fintech industry to refocus and reprioritize. As they do so, ask these four questions.
Digital transformation in progress? Learn about its impacts in a webinar with our Country Manager Singapore.
Building a roadmap to drive digital transformation can be tricky. Consider these five lessons as you consider what to include.
New Work has been a hot topic for a long time. The new working conditions resulting from the corona crisis are reigniting discussions about it.
Today's situation is motivating us to transform customer service like never before. Learn more about how this will help your company grow.
The public sector has been slowly moving towards cloud-based SaaS solutions. Learn about steps providers take to address common questions.
It's not about how to win employees over to digital transformation, it's about what employees can gain from it.
More and more companies act globally today. But the collaboration of international teams is characterized by different challenges, which must be mastered.
ITIL creates more efficiency and better service for your customers through a framework of best practices and processes. ITIL helps you add value for your customers and business.
How does their role change in an organization as more and more tasks are handed off to technology, AI, etc.
About the role that fear plays in accepting and adapting to the ideas behind digital transformation.