Markus Birtner

Head of Operations Markus is our specialist in industry solutions for the telecommunications sector and brings more than 14 years’ experience in managing service processes. His areas of expertise include project management, performance and the further development of operational processes. Thanks to his experience in project management, customer care and team support, he has in-depth knowledge of day-to-day business processes, communication and efficient service management. He therefore brings exactly the right technical expertise and business acumen to apply a practical approach to issues relating to telecommunications, performance and process optimisation.

Joined: 14.07.2025
Articles: 8

Payment

Customer service in the payments sector with XELEO: What round-the-clock merchant support needs to deliver

More and more retailers are using payment terminals, particularly for self-service payment transactions, such as at charging points or vending machines. However, with every new device deployed, the support workload increases. Merchant and customer support is therefore one of the…

Markus Birtner
13.08.2026

Performance & KPIs

Customer Health Score – The Key Metric for Sustainable Customer Retention

A strong customer relationship is essential for long-term business success. But how can you make the state of your customer relationships measurable and transparent? The answer lies in a central metric: the Customer Health Score (CHS). WHAT IS A CUSTOMER…

Markus Birtner
20.03.2025

Telecommunication Sector

Customer Service in the Telecommunications Industry

Customer Service plays a crucial role in the telecom industry. With millions of customers relying on telecom services for communication, entertainment and business, providing a seamless and efficient customer experience is essential for maintaining customer satisfaction and loyalty. Why Is…

Markus Birtner
17.02.2025