almato sees trend of to vereinfachender software through study confirms Tubingen, March 28, 2011 easy operation and optimum process support are the main characteristics that must have a modern contact center software. A study of the BSI business systems integration AG, in part almost 300 visitors were interviewed in the Call Center World comes to this conclusion. For the almato GmbH in Tubingen, the survey shows that customer service is especially economical and efficient service staff need to invest very little time and attention in the control and learning software. For 59 percent of the respondents, the ease of use is a decisive factor when deciding for a contact center software. Optimal process support following on rank 2 with 55 percent.
The centralization of all information in a software system is for 35 percent of great importance and 30 percent of those polled want a minimal training effort. Significantly, is the integration of social Media channels currently only 15 percent of those polled a criterion that must meet a contact center software. The study shows that more efficient customer service has currently other challenges”, Peter s. Hall explains, Managing Director of almato GmbH. for us provides real time interaction management a possible answer to the demands and wishes of the call center managers dar. The goal is the relief of the agents who complain of inefficient software usage, by bringing together the necessary applications. The motto less is more”dominates here very clearly.” The almato GmbH sees itself through the study is encouraged, that customer service representative in the contact center must be relieved through interaction-related IT applications. Great potentials, easier and more convenient to make the customer service both the caller and the agents are management systems in use by real time interaction for the company from Tubingen.
The customer service staff are most important showcase for a company. They work better and more motivated, if they are effectively supported by technology. The question is thus not whether, but rather when and what technology is useful, “said Peter s. Hall. Even if coaching, training and sophisticated processes work the customer Adviser often improves, so I don’t see the need, showing his decision-making and policy options the staff in every situation, and systems that bring together all relevant programs in a central application.” For the real time interaction management is however not about stripes over the agents a corset that makes her immobile and squeezing in a standardized process. An IT-based system, which will bring together all the different applications and sources of information for the employee on a surface, allows him to each individually to respond to customer inquiries, as well as to edit any individual without permanent back between different applications and having to switch. So can Staff focus more on its customers. Thus, the customer service is human and at the same time more efficient. The agent will benefit from the use of technology instead of to be thwarted. About almato: Almato GmbH offers innovative solutions, the customer service center is put in a position to achieve optimum results from every single customer contact. The focus of business activities is the distribution and the demonstrably successful implementation of software solutions for real time interaction management, quality monitoring, pure voice recording, e-learning and customer satisfaction survey with integrated analysis and reporting tools. While almato acts as a full service provider. Contact: almato GmbH Thomas Geiling Wohrdstrasse 5 72072 Tubingen eMail: phone: + 49 (7071) 79569-0