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Dear Sir or Madam, Contacts within the business realm and other areas are not only invigorating, they also extend horizons and are generally informative and extremely valuable.
Our best contacts are those that our customers and all other parties interested in telecommunications can also benefit from. However, we shouldn’t always just focus on our own interests, which is why we will be reporting on relationships here in which we invest. After all, there is one thing that we have learned: people who enjoy giving always receive something good in return, even if it takes a while!
We hope you enjoy reading this month’s topics.
We wish you a pleasant reading experience!
Your Clarity AG
 This year’s “contact center trends”, which took place in the Commerzbank Arena in Frankfurt/Main on the 28th and 29th September, once again highlighted all important aspects for optimizing customer dialog in contact centers, both now and in the future. As in the previous year, Clarity Project Manager Andreas Woltmann gave his presentation to a large and interested audience. That’s not surprising, however, as it dealt with an elementary subject: “achieving top performance with key figures”. What are the key performance figures of a contact center? How can they be defined and determined? How can they help to simplify human resource planning, reduce administrative outlay and lower personnel costs while improving employee and customer satisfaction?
 The round of questions and discussions that took place after the presentation showed that process optimization, efficiency and quality analyses are, and will remain, key topics for call centers. Our job is to offer intelligent, powerful and cost-efficient solutions for precisely these areas, something that was noticed with a great deal of interest. The second contact center trends was therefore once again an informative and fruitful event, both for us and the other participants.
 The German Federal Government’s draft proposal on the amendment of the Telecommunications Act, which was introduced at the beginning of March, also included a rule regarding the removal of charges during call queuing. The new regulation is scheduled to be introduced in 2012, and our partner Versatel, as a member of numerous trade associations, is involved in the formulation of these new rules.
What will this new regulation mean for you and your service numbers? What must you take into consideration when setting up a new service number? Versatel has set up a free service telephone number exclusively for Clarity friends, which can be used to obtain background information as well as answers to any questions you may have: 0800 - 100 88 91, keyword “Clarity”.
 They should have completed 12 years of education and are possibly already an IT freak. And if they love everything to do with telecommunication, then all the better, as we have two new apprenticeship positions to fill: Management Assistant for IT Systems and IT System Electronics Technician.
The successful candidates can expect a communicative team within a leading high-tech-company with a flat hierarchy and fast decision-making. These positions show that we are investing in young, committed people, who have the chance to lay the foundation for an exciting future in an innovative sector with Clarity. We are therefore looking forward to hearing from some brilliant young professionals!
If either of these positions is of interest to you, click here for more information.
 The charitable, non-governmental organization “South Custer” has set itself the objective of fighting poverty and underdevelopment in Africa. The most important resources for achieving this are education and a strengthening of the African economy and democratic structures.
In the area of education, South Cluster wishes to equip secondary schools in Africa with 40,000 used but fully functional computers by the year 2015. The reason for this is that access to information technology is an essential factor for education, growth and fighting poverty. What’s more, computer rooms are also still an absolute rarity in most African schools.
We are supporting South Cluster again this year and have donated our stock of refurbished computers with a replacement value of more than 20,000 Euros.
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