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.
Problem management is among the ITIL® service management practices. What is it? How does it help service organizations and customers?
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.
Home office has advantages and disadvantages. Without external IT support, we would be stuck. Expectations of the IT department are also changing.
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.
Ever heard of bugs – software bugs? What bugs are, how they get their name and managing their resolution can be found here. Kill the bugs!
What influence does the corona crisis have on the trend ITSM, and why could ITSM become more popular or even more important as a result of the pandemic?
When introducing a CMDB, there are a few things to keep in mind to ensure that it delivers the desired results.
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.
For SMEs, a current system landscape is a challenge, not least because of a lack of manpower. An IT helpdesk software could help.
Last year, the EU implemented the GDPR, countries around the world began implementing their own data protection laws, as did the United States with the CCPA.
Illness time is approaching and downtime is increasing - how companies can prepare to stay productive.
Instead, to reduce the human-error risk, corporate leaders must look to significantly transform their business culture.
Whether your business is directly impacted by GDPR or you’re simply looking to protect it, be aware of these three common data privacy mistakes.
A quick guide to stirring things around on how to avoid or partially eliminate risk with a series of small and (usually) simple steps.
About the role that fear plays in accepting and adapting to the ideas behind digital transformation.