• New employees – Sales Consulting
  Edgar Heyn and Christopher Kalkhof
• Intelligent solutions for contact and call centers
  Clarity Call-Blending increases efficiency
• New functions in the Clarity Call Center Client
  Increased transparency thanks to a presence function and controlling tool
• Clarity book tip: “Unternehmen 2020 – the Internet was only the beginning”. Win one of three copies!
  

New employees – Sales Consulting
Edgar Heyn and Christopher Kalkhof

Two new sales consultants joined the Clarity sales team in March: Christopher Kalkhof has been active in the ITC sector for more than 20 years and therefore brings a wealth of technical experience to the team. Edgar Heyn is an experienced and extremely accomplished consultant from the electrical engineering sector.

Thanks to the outstanding ITC expertise of these consultants, they are able to understand the complex ITC process structures of the customers and, therefore, provide Clarity solutions that are perfectly aligned with their needs. For Clarity AG, which specializes in the development of sophisticated and individually configurable telecommunication solutions, Christopher Kalkhof and Edgar Heyn are the perfect addition to the sales team.

Christopher Kalkhof, Wiesbaden
T: +49 6172 1388-563
F: +49 6172 1388-510
M: +49 172 7548487
@: christopher.kalkhof@clarity-ag.net

Edgar Heyn, Hamburg
T: +49 6172 1388-564
F: +49 6172 1388-510
M: +49 172 7548489
@: edgar.heyn@clarity-ag.net

Contact Clarity

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Intelligent solutions for contact and call centers
Clarity Call-Blending increases efficiency

A new feature will allow call/contact centers to combine inbound and outbound functions in future: “call-blending”. This feature was developed in order to deal with a classic dilemma facing many call centers: how to find the right balance between maximum employee utilization (outbound) and caller satisfaction (inbound). This new feature resolves the conflict by using a special algorithm to determine the optimum balance between both requirements. For example, the dialer could decide to reserve a certain number of employees for incoming calls for a specific period of time.

Would you like to find out more about the call-blending function? We would be happy to provide you with further information!

Contact Clarity

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New functions in the Clarity Call Center Client
A presence function and controlling tool for increased transparency

Up until now, only those persons who were using the Clarity Business Client were able to view important employee presence information on their screens. Due to numerous suggestions from customers, Clarity has now integrated this handy new function into the Clarity Call Center Client. Thanks to this new feature, all users can now view important items of information directly on their screens, for example, how many callers are currently waiting in the queue, how many colleagues/agents are currently busy with calls or processing jobs, and how many are currently taking a break.

Another helpful function relates to controlling: it is now possible to differentiate between various kinds of breaks (e.g. lunch, coffee break, having a cigarette, etc.). A statistics function has also been provided, which allows you to analyze the data that has been collected. Information such as the number of calls/callers and the amount of time they had to wait can also be analyzed.

Would you like to find out more about the new Clarity Call Center Client and the controlling functions? We would be happy to assist you.

Clarity Call Center Client

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Book tip: “Unternehmen 2020 – the Internet was only the beginning”. Win one of three copies!

You would have to browse through a great deal of feuilletons and magazines for IT, communication and Web2.0, in order to obtain an approximate idea of what the working world of tomorrow could look like. The latest book from Tim Cole is definitely recommended for those readers who prefer more comprehensive information in a compact form. Tim Cole has described his attempt to forecast the working world of tomorrow as follows: “How – and where – will we be working in the year 2020? How will companies be organized, how will bosses manage their employees, how can the generation of “digital natives” be integrated successfully and easily into existing corporate structures? Lots of exciting questions and an attempt at providing an answer …“

The book has approximately 200 pages of interesting information that provide the reader with some excellent insight into the working world of tomorrow. This book not only contains a great deal of answers, it also provides a lot of valuable impulses by covering topics such as mobility, networking, home offices, communication technologies, etc. In doing so, it examines the potential designs of future working worlds, instead of simply providing information about new technologies. Furthermore, thanks to the authors relaxed writing style and numerous interesting case studies, many readers will be unable to put this book down until they are finished.

We have 3 copies to give away. Simply send us an e-mail with the subject “Book tip” to newsletter.feedback@clarity-ag.net and you will be entered into the prize draw. Entry deadline is the 30. May 2010, the judge’s decision is final. Good luck!