Interface Between Call Center
Customers want to communicate across all channels. Chat, blogging, social media: The customer dialogue is seen by the Web2. 0 with new challenges faced that is known. What do the new communication channels for customer loyalty, quality monitoring, customer service, complaints or even sales management, emerged only slowly. The consulting company supports CC management consulting companies that meet these new challenges.
The team provides tailor-made advice on integrating media of web 2.0 channels. Customers are never hybrid than it is today. “says Matthias Frede Managing Director who represents the CC Management Consulting GmbH, companies face the challenge to use the respective customer preferred communication channel. Only the call center becomes really the customer interaction Center. Now fit his employees for customer dialogue 2.0, win valuable advantage. Contact center agents must also the dialogue in addition to the traditional communication channels 2.0 applications side by side and on an equal footing can operate. This can be accomplished only through tailor-made training.
Because not only the handling of the instruments must be trained, but also the mediation of communication objectives, guidelines and rules. Above all, is to ensure that traditional instruments of the customer dialogue do not suffer from the new activities that customers need continued individual counselling and support, to find yourself right in the more sophisticated Web. “so, Frede. Before the entry into the multifaceted world of Web 2.0 each contact center must be aware, that the activities are part of a broader policy of dialog. “
Tags: hardware & software, it