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.
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?
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.
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.
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?
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.
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.
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?
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.
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.
Changes are part of life. But what do you need to keep in mind when things change, especially when they come unexpectedly?
Building a roadmap to drive digital transformation can be tricky. Consider these five lessons as you consider what to include.
We asked our female employees how they deal with work-life blending and what is important to them in this regard.
It's not about how to win employees over to digital transformation, it's about what employees can gain from it.
Eight questions to Sabine Riedel, our board member responsible for the Marketing and Human Relations departments.
Infrastructure security is a critical concern that requires coordinated attention by governments, businesses and individuals.
More and more companies act globally today. But the collaboration of international teams is characterized by different challenges, which must be mastered.
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.