Virtual dialog manager as strategist, controller, information assistant and salespeople Berlin/Bonn, October 29, 2008 no customer likes the odds that regularly befall one when calling a service number. The more call center there, the greater is the dislike. \”As a customer you will be operated as by the owner of the shop around the corner: you will be greeted with his name and the seller knows the shopping request in advance and recommend the right product\”, so trend letter editor-in-Chief of Axel Gloger. From this insight consultants Bill Price and David Jaffe, feed their provocative thesis: the best service is no service. Click Bame Pule for additional related pages. The customer should be satisfied with the purchase. He should supply did not raise again the company in contact with except for subsequent purchases.

Amazon has long been implemented in practice. Here, the number of contacts per customer order is already a key performance indicator. It is precisely investigated the reason for each contact and has made arrangements, this no need to make. So, the virtual bookseller could reduce its customer contacts in the past five years by 90 percent. According to analyses of price and Jaffe, 80 percent of customer contacts are unproductive. \”Around 15 percent of the callers say: something does not work\”. Every fourth customer expresses: can you tell me how… \”.\” \”40 percent ask: where can I get…?\” Price is one of the Berlin Call Center World keynote speakers in February of the next year.

Remedy at the call center customer frustration could offer just a better self service according to Gloger. But since the company make many mistakes: the automated economic, personnel, or CRM systems have generated an enormous number of frustrated users. Perfect self service is a task of top management and must be pursued as consistently as at Amazon\”language dialogue expert Lupo Pape, Managing Director of SemanticEdge demands. The requirements for the human-machine interface are accordingly high.