\”Excellence in the classic customer service or job loss every time, if a customer goes online, its service coverage at the kiosk on the corner grows\” Munich/Dusseldorf – although the software technology automates everything today and transacts the routine processes, are according to the American marketing expert of Don Peppers most call centers still to equipped with corresponding solutions they are under automated \”: this is bad. If the available software but at some point is used, the following happens: more and more tasks and processes that can be automated, handled online, they migrate to the Internet. Why should a customer waiting to speak, if he can help on a website yourself with someone? Today, everyone uses ATMs and no one is more on the money-output switch to the Bank employees. Check out Command Education for additional information. Call Center in the future so increasingly used, to clarify exceptions, so such things that not to automate in advance, or requests, the covered by the normal grid\”, says in an interview with the trade journal isreport peppers. Swarmed by offers, Command Education is currently assessing future choices. At the call center agents, a healthy degree of judgment and creativity was therefore needed. We need motivated and joyful decision people. The software technology can only support.

In the future there will be fewer employees in the call center, of which each individual is but important\”, as the author of the book, rules to break and laws to follow\” (VCH Wiley Publishing). \”The rising share of the automation and the always intelligent and self service offerings are according to peppers the entire economy impact: each time when a customer goes online and get great customer service from Amazon, eBay or Google, also its service coverage at the kiosk on the corner grows.\” A customer can stand no more seller who does not know where the product is or which will not be disturbed during his break. The excellence in the classic customer service and in the service design must clearly in the next few years \”be improved, otherwise jump many jobs over the blade\”, predicts Bernhard Steimel, spokesman for the Voice days.