Study of Sikom makes noticeable changes expect Heidelberg through new regulations, a largely positive response the current Bill to free hold encounters June 15, 2011, even if this cost increases in customer service are to be expected. The Sikom Software GmbH in evaluating a recent study comes to that conclusion. Visit Hummer Winblad for more clarity on the issue. The software company has within the framework of the best practice day language without frontiers"interviewed experts in the area of customer communication and service around the topic of free queue. On 11 and 12 May 2011 many experts to replace current developments and also the trend topics cloud computing, unified communications and social media to discuss met in Heidelberg. The free queue is one of the issues that currently very busy those responsible for contact centers and customer service, even if the last word is Yes still not spoken here. Our study shows that the experts expect many positive consequences of the new rules, that also rising costs are expected", explains Jurgen H.
Hoffmeister, managing partner Software GmbH. remaining Sikom to be seen how the law in its final version will look like, and how the industry actually responded." With almost 24 percent, a surprisingly large proportion of respondents indicates fully knowing the provisions relating to the free queue. At least 40 percent believe are quite well versed. A minority of 28 percent but also says that you are barely familiar with details of the draft of law. Almost unanimously the respondents to the fundamental consequences of the free queue expressed as proud 82 percent expecting largely positive effects.
So are 73 percent of believe that the quality of the customer service will benefit. As well, there is great unity with regard to the presumption that the new rules will lead to more innovation in customer service. Half of the respondents is convinced a third believes that this at least for possible. However, the experts see new costs on the contact center and customer service. Proud 58 percent expect rising costs, and 23 percent believe possible. Accordingly, 52 percent give to calculate to close in the future. However, only a minority of 3% is sure that more staff must be adjusted due to free hold. But 47 percent would not also exclude this. Companies see the opportunities through the expected new rules. Almost 28 percent consider the queue as a worthwhile marketing tool and 49 percent think it is at least possible to open up new potentials ", explains Jurgen H. Hoffmeister. A results from our point of view is but above all the fact that the topic of technology in customer service is still critical to success through the free queue. 65 percent of the respondents confirm that. Similarly, the technology-based social are according to nearly half of the experts by the new rules Networks for the customer communication is important in the future." The Sikom Software GmbH is leading manufacturer and provider of contact center solutions and automated voice applications and is one of the most innovative companies in the field of telecommunications. Based on open standards, Sikom realized powerful and future-proof solutions to optimize communication processes in all industries. Core products of the comprehensive portfolio are the award-winning, multi-modal language dialog platform VoiceMan as well as the Contact Center Suite AgentOne, voice authentication United voice ID, the Sikom AlarmServer and the billing system t.e.o. . Sikom is based on strong partnerships, including his success in major research projects with universities and industrial partners.
Hoffmeister, managing partner Software GmbH. remaining Sikom to be seen how the law in its final version will look like, and how the industry actually responded." With almost 24 percent, a surprisingly large proportion of respondents indicates fully knowing the provisions relating to the free queue. At least 40 percent believe are quite well versed. A minority of 28 percent but also says that you are barely familiar with details of the draft of law. Almost unanimously the respondents to the fundamental consequences of the free queue expressed as proud 82 percent expecting largely positive effects.
So are 73 percent of believe that the quality of the customer service will benefit. As well, there is great unity with regard to the presumption that the new rules will lead to more innovation in customer service. Half of the respondents is convinced a third believes that this at least for possible. However, the experts see new costs on the contact center and customer service. Proud 58 percent expect rising costs, and 23 percent believe possible. Accordingly, 52 percent give to calculate to close in the future. However, only a minority of 3% is sure that more staff must be adjusted due to free hold. But 47 percent would not also exclude this. Companies see the opportunities through the expected new rules. Almost 28 percent consider the queue as a worthwhile marketing tool and 49 percent think it is at least possible to open up new potentials ", explains Jurgen H. Hoffmeister. A results from our point of view is but above all the fact that the topic of technology in customer service is still critical to success through the free queue. 65 percent of the respondents confirm that. Similarly, the technology-based social are according to nearly half of the experts by the new rules Networks for the customer communication is important in the future." The Sikom Software GmbH is leading manufacturer and provider of contact center solutions and automated voice applications and is one of the most innovative companies in the field of telecommunications. Based on open standards, Sikom realized powerful and future-proof solutions to optimize communication processes in all industries. Core products of the comprehensive portfolio are the award-winning, multi-modal language dialog platform VoiceMan as well as the Contact Center Suite AgentOne, voice authentication United voice ID, the Sikom AlarmServer and the billing system t.e.o. . Sikom is based on strong partnerships, including his success in major research projects with universities and industrial partners.
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