El-Watan

Social media in the contact center not yet critical to success of Tubingen, October 18, 2011 a very mixed picture results in a recent survey among Contact Center Manager at the last almato user forum in Stuttgart. On 6th and 7th October around 50 decision-makers of call and contact centers met in the Baden-Wurttemberg state capital to discuss for two days current issues in the industry. For seven years, invites the almato GmbH, a provider of solutions for real time interaction management and quality monitoring, each one in the autumn to this two-day Forum. Very mixed and inconsistent answers were the respondents, what concerns the perceived importance of the telephone customer service within the company. “” Is the proportion of those who believe that the contact center as unloved cost center “is perceived, exactly as big as the proportion of those who believe that the contact center as a real profit center” is seen. The Group of those who believe that are similarly that the contact center be considered as necessary, which must provide its customers with a company”or as important tools for customer satisfaction and marketing channel”. Much more agreement there is in assessing the future of the telephone customer service. About half of the respondents think that the phone also in future a significant role in the mix of different communication channels will be playing is.

Only a small minority thought that the telephone customer service will increase in importance. The Group of those who believe that new channels, such as, for example, social media, the phone will solve almost completely is equally small. Even if the near end of the telephone customer service is virtually daily proclaimed by numerous marketing and PR strategists, the reality looks but still quite different”, explains Peter s. Hall, Managing Director of almato GmbH. of course social media is a topic that the decision-makers concerned.