Customer centre of the future 2019-04-24T12:47:15+00:00

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?

Applications requirements:

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 …

EFFICIENCY IMPROVEMENTS

  • 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

QUALITY CONTROL

  • 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)

WE CAN OFFER …

OUR CLIENT

This call is made on behalf of Energie-Steiermark Service GmbH.

Energie-Steiermark is the 4th largest energy supply company in Austria with 1,700 employees and approx. 600,000 customers.

CONTACT

APPLY NOW