digital transformation
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Contact Center Solutions – A Comprehensive Guide
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.
What is a Contact Center?
Guide to better customer service.
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.
WhatsApp for Customer Service – A Guideline
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 an IT Service Desk?
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?
Excelling in Customer Service Through Social Media – Best Practices and Tips
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.
HR Transformation – For Future-Oriented Personnel Management
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.
What is CRM? How does it support customers and help the business?
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
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 – Models, Processes and Software
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 – What to Consider
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.
Five-step Plan for IT Security in Manufacturing
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: Five Tips for Implementation
Digitalization in schools is still going slowly. What can be the right path to a digitalized school? Five tips.
How artificial is artificial intelligence?
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?
Change Management @ OTRS
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.
What does agile working mean? What are the benefits? Can tools help?
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?
Service Management Principles Ease the Transition for Higher Education Students
Higher ed institutions are being forced to undergo
digital transformation in the same way as all other
industries right now.
4 Post-Pandemic Questions That Fintech IT Organizations Must Address
It's time for IT organizations in the fintech industry
to refocus and reprioritize. As they do so,
ask these four questions.
Successful Teams – International And Remote
What is important for international and remote teams? What should you pay attention to?
7 Cost-Cutting Measures That Put Your Business At Risk
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.
Change – Success Depends On You
Changes are part of life. But what do you need to keep in mind when things change, especially when they come unexpectedly?
Building a Digital Roadmap: 5 Lessons From OTRS Group’s Digital Transformation
Building a roadmap to drive digital transformation can be tricky. Consider these five lessons as you consider what to include.
Dealing with Work/Life Blending and Changes in Your Professional Life
We asked our female employees how they deal with work-life blending and what is important to them in this regard.
How Digital Transformation Is Impacting the Public Sector
About the difficulties of the public sector in implementing the digital transformation.
Business Trends to Watch in 2020
What are the trends for 2020 when it comes to your company? We give you an overview.
How Digitalization Aids in Boosting Employee Morale
It's not about how to win employees over to digital transformation, it's about what employees can gain from it.
“Why Marketing and Human Relations have the same roots and how to prepare well for coincidences…”
Eight questions to Sabine Riedel, our board member responsible for the Marketing and Human Relations departments.
Top 3 Mistakes Made When
Implementing Digital Transformation Initiatives
We show you which 3 mistakes are often made by companies when it comes to digital transformation.
Infrastructure Security Requires Team Work
Infrastructure security is a critical concern that requires coordinated attention by governments, businesses and individuals.
How to Build Global Teams that Work
More and more companies act globally today. But the collaboration of international teams is characterized by different challenges, which must be mastered.
What Is Digitalization Compared to Digital Transformation?
What does digitalization have to do with digital transformation? And what is the difference?
Cloud or no cloud –
that is the question!
OTRS offers both.
Asking whether or not the cloud is the best option for you? Consider this.
IT Focus in 2019: What Are the Top Priorities for German and American CIOs?
The differences between Germany and the USA are small, and one sector stands out the most.
4 Questions to Ask Yourself If Your 2019 Competitive Strategy Includes Digital Transformation
We will show you what actions you can take to drive digital change.
The Impact of Digital Transformation on Customer Service Teams
How does their role change in an organization as more and more tasks are handed off to technology, AI, etc.
Is It Time to Hire a CDO?
What is this new role? Why would you want one? What is the difference between that and CIO/CTO?
