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.
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.
Problem management is among the ITIL® service management practices. What is it? How does it help service organizations and customers?
Ticketing systems have become established. Not only in IT, but in almost all areas of a company. But should we really still call them ticketing systems?