The term escalation has negative connotations. Nevertheless, escalations are important processes that enable us to comply with service level agreements (SLAs) and resolve customer problems more quickly. The escalation process plays an important role in customer service management. This article explains how it can best be managed so that you can wow customers.
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 accurate information flows are so immensely important and how they can be optimized.
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 and what needs to be considered when implementing and realizing them.
The only thing that is truly constant is change, especially within business context. In fact, modern leaders rely on various frameworks for handling change. In the IT organization, the most common framework for handling change to a service is the ITIL change management process. In this article, we'll take a look at this process, its advantages and its role in the future of ITSM.
Solving problems is extremely valuable for companies. This is because it guarantees smooth operations and processes in the long term. Here we take a closer look at problem management, its benefits and background as well as provide practical tips for your team.
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 sustainability. In this article, we offer a definition of IT services and present 10 important examples of what these are. This gives you a comprehensive overview of this important area.
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 better support customers.
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.
Today's contact centers serve a purpose beyond that of old-school call centers. These call centers merely answered telephone calls and routed them to other departments. In contrast, contact centers act as a central hub that can be reached via multiple channels to provide direct support to customers.
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.
Field Service Management helps to optimize field service and improve service for customers. Field Service Management software automates workflows and helps with everything from resource planning to order processing.
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.
What is a service desk and how does it differ from a help desk? What advantages does it offer, what tasks does it have, and how does service desk software provide support?
The OTRS Group continued to expand its corporate social responsibility activities in 2022. The focus of our CSR measures this year was once again on sustainable and social projects. A look back.
Customer service is the core component of an excellent customer experience (CX). With social media, you can improve customer service. Optimizing customer satisfaction and strengthening the brand are the goals. Learn the facts and tips here.
Today more than ever, HR management must be future-oriented. HR departments that are adapted to the times no longer have only administrative activities, but also contribute to the success of the company. Well-functioning and automated processes are prerequisites for this.
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.
A service level agreement (SLA) is a general agreement between a customer and a service provider. It defines services and related response times. What does an SLA contain, and how is it used?
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.
Service management deals with the optimization of services provided to customers and much more. Learn in more detail what needs to be considered in service management and how it can contribute to the success of your company.
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?
From 2023, it will be mandatory for companies, authorities and organizations with 50 or more employees to create a whistleblower protection system. Learn what needs to be considered and how OTRS can support you.
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.
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.
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.
Another year full of ups and downs. Yet we have maintained our commitment to social and sustainable CSR activities throughout 2021.
What is the state of workflows and business process automation in companies? The latest OTRS Spotlight looks at obstacles and BPM trends.
Automate process workflows to improve service. Important tips and examples that guide help desks and service desks toward more efficiency.
Digitalization in schools is still going slowly. What can be the right path to a digitalized school? Five tips.
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?
What trends will shape your IT organization or business in the upcoming year? Christopher Kuhn, COO OTRS Group, gives an outlook.
More and more shopping takes place online. But it is also becoming less secure. What do buyers have to do to buy safely online?
Are you planning budget for 2023? We give you 7 tips on what you should pay attention to now and what you shouldn't cut costs on.
Establishing a new habit often takes time. Home office is becoming more of a standard, so we've compiled best practices for you.
Changes are part of life. But what do you need to keep in mind when things change, especially when they come unexpectedly?
The CEO of OTRS Group shares his thoughts on the impact of the Corona crisis and its effect on the future.
Why is the cooperation with a grey market provider a risk? What problems can occur if you work with such a solution?
Udo Kampelmann, Managing Director OTRS ASIA, gives insights what is important if you want to start a business in Asia.
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.
Older workers are often considered less efficient, less innovative in their thinking and not open to change. Is that true or do we have to change our attitude?
Automate processes and create space for others. When does it make sense? When is the processing by employees make more sense? Read the advantages and disadvantages here.