A few weeks ago, in time for the CCW 2013, the new handbook about quality management and certification was published. Under the slogan "Quality In Call Centers – How to Manage And Certify Quality" experts share their knowledge in articles about current call center trends. One of these experts: Peter Gissmann from almato.
Peter Gissmann shares the knowledge he and almato have gained from their various customer projects: "From agenct-centered to customer centered – software-based assistance in contact centers."
For almato it is important to take a holistic approach when tackling projects to improve the efficiency and quality of customer service. The elements "agent", "process" and "knowledge" should be combined in a way that the customer – who should be at the center of these elements – gets the best possible experience.
On five pages Peter Gissmann explains this customer centric approach.
If you want to order a copy of the article [German] feel free to contact us.