April 30, 2012
The Call Center Innovations Tour 2012 is kicking-off right in time for the upcoming European Soccer Championship. Customers and service providers will hold presentations on real-world experiences with Contact Center Solutions. This year, the venues are four soccer stadiums – in Bern, Munich, Hamburg, and Leverkusen.
This is the sixth round . . .
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April 30, 2012
Germans are demanding better customer service, and are switching sooner than ever before following poor service experiences. The latest Accenture Global Consumer Survey found that worldwide more than a third of the consumers questioned had switched, whereas every second German consumer has already switched companies.
[caption id="attachment_6430" align="aligncenter" width="580" . . .
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March 26, 2012
Telecom companies increasingly using digital channels and the Internet as the media for communicating with their customers. The firms use online portals to help chop the frequency of contact via costly channels like call centers or stores. BearingPoint surveyed the quality of 42 online portals run by telecoms active in . . .
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March 26, 2012
According to the software supplier ClickFox, its benchmarking survey, "Consumer Tipping Points – 2010 vs. 2011", showed that consumers rate customer service very poorly when they have to discuss their problem with a new representative each time. Moreover, the most common complaints of having to hold for long periods or . . .
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February 29, 2012
legodo describes the most common errors made when corresponding with customers
Contrary to what one suspected sometime ago, burgeoning digitalization has actually bolstered the role of written customer correspondence, instead of diminishing it. Nevertheless, a conventional letter is increasingly being replaced by digital messages. The outcome is that sales and marketing . . .
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January 30, 2012
Integrating the legodo communications platform with SAP IS-U enabled a leading Hungarian energy utility to significantly enhance customer service. Deploying this flexible solution helped its customer service department to markedly trim costs, ensure legal certainty, and better serve its customers.
Project Report: energy utility – Download Success Story (PDF)
One Solution for . . .
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January 30, 2012
This is an excerpt of our study report entitled, “Unfold your CRM‘s Communication Potential,” which you may download by clicking here.
Advantages of customer communications platforms
Employees working on a corporate-wide Customer Communications Management (CCM) platform can achieve two ends with a single effort: they save time to process and compose correspondence, . . .
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January 30, 2012
When addressing Customer Communications Management, enterprises always seek a quick and effective project. This article delves into two technical issues that play a key role in implementing and running such a system.
Predefined interfaces help cut costs
In the field of CCM, one big issue is that of interfaces and connectivity. . . .
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