|
Dear Sir or Madam,
In this issue of the Clarity Newsletter, you will find the following stories:
Major sporting events tend to generate a mixed response: while some get carried away, others simply run.
This is why we have not given this theme too much weight in this newsletter - but a bit of football is quite okay, we believe.
Benefit from our UEFA Euro 2008 offer while football rules, and find out how to ensure your customers really are the kings in your call centre.
We wish you a pleasant reading experience
Your Clarity AG
Turning two into one: Clarity Call Center Edition with a single frontend for in- and outbound traffic
 The new Clarity Call Center Edition permits managing in- and outbound campaigns using a single interface.
In the frontend, agents simply select a campaign. If it is outbound, they can simply choose between preview and predictive dialling. If agents are working in inbound mode, an integrated search function provides direct access to the customer data
already saved, so that callers receive an even faster and more efficient service.
This not only makes work easier for agents. It also permits switching flexibly between in- and outbound activities - depending on traffic levels. And, to cap it all, this new Clarity Call Center Edition reduces the administrative workload even further.
 A survey of 1,500 customers in eight European countries commissioned by Oracle has provided impressive evidence of what call centre customers don’t like at all: having to endure long call queues and having to repeat their query each time they speak to someone new are regarded as the main problems by 77 and 75 per cent of survey participants respectively.
Technically, both defects can be overcome: highly efficient voice communication solutions like the Clarity Call Center Edition can transfer incoming calls directly to the right respondent. However, staff and processes are no less important than a uniform, flexibly extendable platform and intuitive user interface.
This is why the Further Education Institute for Communication Centre Management (CCM) at Hochschule Bremerhaven is currently conducting a study on the qualification of call centre staff and quality management. Those interested in participating in the survey can still register at umfrage@ccm-studium.de until mid-June. The anonymized interviews are performed online and will take about seven minutes. On request, you will receive the study results by email as the reward for taking part in the study.
Further informationen:
 From June 7 to 29, 2008, we will offer you the Clarity Contact Manager for fantastic leasing prices starting at 184 Euros per month. Please send us an email to request further details.
The Clarity Contact Manager is a virtual telephone switchboard that transfers incoming calls to the desired respondent 24/7 - in the office, home office or while travelling nationally or abroad - or to his or her mailbox. With its state-of-the-art voice recognition technology, the Clarity Contact Manager can „understand“ natural language input and answer in natural language too.
A report from John Smith at Sample Ltd.
 Do you still remember the World Cup game Germany against Ecuador? It took place on a Tuesday at 16:00. I had to answer the phone three times: in the 4th, 44th and 57th minute. Why can I recall that so precisely? Because that was when Klose and Podolski scored the goals that took the German team into the round of sixteen.
The first goal: Schweinsteiger was just about to start his back-pass to Klose, when the colleague who shares my office entered the meeting room and said Mr. Darling from London was on the phone with another question about my offer. "Customer order threatens" (one of those gems of German humour), joked my colleagues, as I rushed to my office. And just as I lifted the receiver, a loud "Goal!" boomed across from the meeting room.
The second goal: Ballack had just taken the ball, when the phone in the meeting room rang. Our receptionist was on the line. "Does it have to be just now", I grumbled. "You’re lucky I accepted the call at all", the voice on the other end snapped; "Actually, I’m already off." The line clicked. "Hello, Mr. Smith here, what can I do for you?", I said. The answer was drowned by the deafening roar of my colleagues as the ball shot into the goal.
The third goal: The fans had just started chanting "Lukas Podolski", when I happened to glance at my mobile display and saw that my wife had already tried to call me 17 times. As it turned out, she had wanted to remind me to buy some bread. Bread! I pressed for call-back just as Podolsky lobbed the ball into the Ecuadorian goal.
That will all be different this time: We have set up a virtual switchboard that accepts all calls and - should we not be available at some point - transfers callers to the right mailbox; regardless when, from where and on which device incoming calls arrive.
The investment has been well worthwhile - even if Germany does not make it to the final round. After all, this time, it will all be different ...
|
