Greater customer loyalty and cost reductions through digital communication
From November 26th – 27th
Location: Bergisch Gladbach, Althoff Grandhotel Schloss Bensberg
Know Your Customers Better Than They Know Themselves
Stronger customer loyalty and cost reductions through digital communication, professional telephony with Dialog 3.0 and technologies based on artificial intelligence – these are the topics that are currently affecting the call center industry.
When it comes to customer communication, companies are increasingly relying on interaction from all communication channels. In addition to telephone and email, the customer also wants to enter into dialogue via Facebook, WhatsApp and Co. The results of the conversation, requests and contract data are bundled centrally. Every service employee can therefore access all existing customer data and react quickly – no matter when and via which channel the customer contacts us.
The future omnichannel call center ensures this. Furthermore, self-learning algorithms and AI technologies should help to optimize customer contact in terms of time, content and location based on history and communication processes. The service agent can then identify the next best step in the customer journey from the data results and conclude which approach strategy to choose. But is the service economy already prepared for this digital change? Even though it has already reached the executive level, there is still a lack of intelligent and dynamic process processing internally.
People remain irreplaceable in the call center – but IT solutions must be provided to them in easy-to-understand language and applications in order to be able to help the customer quickly and easily. Last but not least, data protection also plays a crucial role so that the customer gains trust and collected data can be used in a transparent manner.
More at: StrategieTage CallCenter
