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Dear Sir or Madam, What does the New Year hold? For the most part, that is anybody’s guess. But, we can, with some degree of certainty, foresee the telephone trends for the coming year: In addition to the expansion of VoIP and further development of unified communications, there will be an acceleration of growth in quality monitoring. In the future, there will be an increase in the systematic recording, documentation and analysis of telephone calls, in order to improve the qualification of employees and customer relations.
You will learn about the other trends and technical developments in store this year at CallCenterWorld 2009 in February. We will be there too, of course, to display our winning new products and services. There is more on this and on the topic of quality monitoring inside. We hope you enjoy the discoveries that await you in this issue!
We wish you a pleasant reading experience
Your Clarity AG
Clarity presents new versions of the Business Client and Call Center Client at CallCenterWorld 2009
 Development of innovative telephoning solutions to improve business processes and increase service quality is among our top business priorities. This is the motivation for our demo-versions of the new Clarity Business Client and Clarity Call Center Client, which you will see at the upcoming CallCenterWorld 2009. At the fair, the new versions will be presented with numerous improvements and innovations. A few examples: The new Business Client enables versatile communication between employees, via functions such as chat, mail, SMS and calling. The “follow me function” makes it even easier for employees to work from their laptop at home: Business Client features fully automated configuration in the new network environment. It now also features complete support for MS Outlook, and it can be used as a convenient and secure teleconferencing tool.
From now on, the new Clarity Call Center Client supports all standard call center campaigns: Inbound complete; outbound with preview and automatic dialer (IVR) as well as the more efficient predictive dialer. The Call Center Client has expanded statistical functions, which provide information, e. g. on the service level of individual agents or the number of customers on hold. Address and data management has also been enhanced, and a powerful search function for contact data lightens the workload for agents. A call history contributes to quality assurance and call improvement. To learn more, visit our exhibit in Hall 1, stand B7. We look forward to seeing you there! Of course, you don’t have top wait for the trade fair to find out more about our new products and innovations.
 One of the focuses at this year’s CallCenterWorld in Berlin will be “quality monitoring”. The idea is to determine the quality of call center/contact center results, to document them and finally to draw the right conclusions from an analysis of the data. Quality monitoring makes use of numerous indicators (indicator monitoring) as well as call recording. Addressing the topic of quality monitoring presents an opportunity, especially for contact centers, to reduce costs, minimize error rates and measurably improve the level of customer service and quality. Clarity offers a supervisor tool (the “MMC” management console), which objectively logs and provides rapid access to all key data for quality assessment:
- Near-real-time logging of call volumes. Measurement of effective work time.
- Recording of key call data for statistical analysis: Who handled which calls? How many dropouts occurred? How many calls were handled per hour? Etc. – keep in mind that the use of data is limited by the prevailing data protection laws. Analysis is performed by the system, and the results contain no personal data in some versions.
- Deviations from the standard are highlighted.
- Calls by employees/call agents may be recorded upon their approval and analyzed separately.
- The recorded calls can be found quickly and easily.
In addition to technical and managerial aspects, there are also legal considerations when purchasing a quality monitoring system. Recording the calls, after all, has a bearing on the person rights of employees and customers, agents and callers. Strict adherence must be maintained with criminal, data protection and labor law provisions. For instance, both parties to the call must give their approval for recording before the start of the conversation. We would be glad to meet with you at the trade fair to talk about all of the options and opportunities that quality monitoring can offer for you. Or, contact us directly for a competent consultation!
 In call and contact centers, it has long been standard operating procedure to record calls as a way to improve the technique of call agents. Banks and financial services firms also record the conversations with their clients and business partners. After all, the spoken word in this sector is literally gold – and miscommunication can quickly lead to massive damage claims.
An example of a telephone solution for call documentation - one which can also stand up in court - is provided in our case study of Hamburg-based service firm MBH Metal Brokers Hamburg:
 A visit to Europe's most important call center industry event is always worthwhile. Here you will find roughly 260 exhibitors demonstrating their newest products and services. And: this year as well, there will be three days of interesting workshops, speeches and seminars. We have selected two of the speeches, which are surely of great interest to all call and contact center managers, as an example. The full program is available under the links below.
Strategy day: Tuesday, 17 February, 2:30 pm
LAW & PRACTICE
Back to the future – Outbound 2009
- The new legal framework for outbound business
- A balancing act between caller ID and call metering
- Possibilities and limits of address data collection and use
- Further considerations regarding future legislative procedures
Speakers:
Christian Holtmann
Chairman of the Management Board
Quelle.Contact Vertrieb GmbH
Manuel A. Schindler, Attorney,
Rswn Rechtsanwälte Steuerberater
Partnerschaftsgesellschaft,
Vice-president and Policy Chairman,
Call Center Forum Deutschland e. V.
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Workshop, Thursday, 19th February 2009
Automation in the dialogue with customers
Rationalization potentials by intelligent in- and outbound automation
Time: 9.00 - 17.00
By:
Jens Moeller
Managing Director,
Jens Moeller Consulting Ltd.
„Rising cost pressure and rising expectations regarding the performance of call centers increasingly draw the attention of call center managers to the automation of the customer dialogues. The questions – how much automation is the customer able to bear, and which cost reductions and further benefits will it bring, are becoming an increasing political issue. In the most mature European call center market, the United Kingdom,
automation is widely spread due to its considerable potentials of rationalization and increase in efficiency. Find out how automation is implemented in the UK, which trends are becoming apparent, and what we can learn from our neighbors.“
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