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Reference Book for Decision Makers in Call Centers – Insight From almato

Exchanging know-how and practical guides are the goals of the Call Center Verband Germany. Industry experts from CCV member companies regularly share their expertise, which is bundled in the practical handbooks of the organization.

  • Business Process Automation Prozessautomatisierung RPA Business Process Automation IT process automation .

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.

Marc Eickmeier      14. March 2013


Marc Eickmeier

Marc Eickmeier

Marc Eickmeier is Business Consultant at ALMATO.

After studying law at the university of Tübingen, Marc Eickmeier started his career at the Frankfurt-based consulting company b-k-p Consulting, where he was responsible for a variety of international projects. The focus of his activities was the process optimization in the automotive, FMCG and EVU sector.

Marc Eickmeier spends his free time in nature and in the kitchen. That's good because "being outside" and "eating" are what his young family enjoys. He liked to spend his weekends in Straßburg and, whenever it is possible, he visits friends and family in Israel.