WE ARE BUILDING THE CUSTOMER CENTRE OF THE FUTURE
We are looking for solutions that integrate all current and future communication channels and provide service agents with a simple overview of the most important information, documents and customer contact histories (360° view, ranked by history…).
Do you have a product that the customer centre of the future can’t do without? Does your solution allow service agents to raise quality or handle requests more efficiently and/or lead to an improved customer experience?
Your product must already be on the market and being used by initial customers. Solutions which are in the prototype stage are not appropriate for this call.
… IN DETAIL WE ARE LOOKING FOR …
- automatic identification/analysis/categorisation etc. of customer concerns
- automatic suggestions to answers and/or answers
- reducing processing/solution/call times
- easy use of text modules & easy access to solutions of similar cases
- skill-based routing to available employees
- minor application changes to solve the customer issue
- reducing service agent training times
REDUCING DEMANDS ON RESOURCES
- reducing manual or simple activities
- creating more time for complex customer inquiries or new topics
- access to quality-assured and guaranteed current text modules from a central knowledge database or reference solutions
- reducing the number of quality fluctuations when answering or solving customer problems
IMPROVEMENTS TO CUSTOMER EXPERIENCE
- reduce waiting times for answers & solutions
- homogenise answer & solution quality
- adhere to service-level agreements (SLA’s)