Resources Content for Smart IT & Customer Service Management

Knowledge Management delivers a cascade effect of KPI improvements, ultimately resulting in improved customer experience and agent satisfaction while…

What opportunities does Artificial Intelligence offer IT management to free up resources for value-adding activities? We identified six fields of…

Take a deep dive into the SaaS spend challenge based on real experiences with Salesforce.

Engaging stakeholders is the key to successful Software Asset Management. Learn how to build relationships and secure their support, as well as how…

Get full performance from your critical cloud infrastructure

Knowledge management is a decisive success factor for customer service, and it’s also becoming increasingly important in other business areas.…

Oracle has a tough reputation for its software license audits. They’re long (sometimes lasting an entire year) and difficult, with complex metrics…

Using decision trees in your customer service and customer support efforts can benefit organizations in every industry. Decision trees standardize…

Chatbots and virtual assistants (Vas) offer important communication and support channels for customers and employees. While not a replacement for…

Take the agony out of your SAP® audit with SAP license management tips and tools and turn the pain of your next SAP audit into your gain

At many companies, the costs of IT services are unknown or only partially known, because the company’s operational accounting is designed for the…

Before COVID-19, consumers were dissatisfied with their experiences contacting customer support, and they felt strongly that they would become…