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Live from the call center world: Thinking about customer service

words witty to start with: When the evening of the first day of the call center world in Berlin at ten clock goes to bed and then the next morning awake by 5 clock is you have in his life doing something basically wrong. Since the next morning and it is now in the case I, it is worth, perhaps, to reflect a little what I have experienced here since yesterday Sun

CRM event of Month: CallCenterWorld in Berlin - Part 1 incomplete and subjective malignant

Well, here we are now also. At the CallCenterWorld . We, that is Axel, the director of marketing Directory , and me. The whole place in EstrelHotel in Berlin and is about as romantic as in Neukölln Uerdingen in Germany as a whole, that is not at all. Does not matter though, because big events require big hotels. And that is the biggest hotel Estrel Europe. And that's great. And the call center world is too big. But somehow familiar and this can be observed even at the arrival. So my colleague Thomas Stocker recently 4square "Mayor" of Zurich airport. It's all a cool way to mark his territory and has impressed me deeply. Cirquent (yes, those are the really rewarding customers with the magazine) is so because, Alcatel-Lucent/Genesys course, but also all other call centers, CRM and service providers. Lots of great short conversations. Beautiful.

ripples Congress. Why? Because the issues are indeed the right (which can be the subject of social media and customer service go wrong today?), Has all but no central theme and build on each other lectures. Some great posts (eg "Telekom Helps" , "Holiday check") next to any, almost interchangeable philosophy that social media anyway and you would not avoid the can. Can you all. You can ignore the whole, but must live with the consequences. And one need not necessarily service providers, when you can make your own good plan how to use social media specifically and profitably. Can also probably the least and those who can not tell.

in particular have apparently all afraid of making mistakes. Against 17 clock 10 so I burst in the panel discussion, logically, the neck and I put the question again whether polarization can it not also be a target in the marketing. Knowing what and against what is a brand, but also provides security. There must be pros and cons. Little Red Riding Hood is boring without the wolf.

The brilliant presenter concludes my sermon in which he says: "If I have understood you correctly, Professor Hafner think that Little Red Riding Hood is boring without the wolf." I can add almost nothing to get excited without me cruel and so I give him right without hesitation. Gentlemen yet again!

He tigert and tigert and tigert ...

highlights is the presentation by Olav Strawe about trends. Certainly the issue of mobile and payment transactions this year is also a hot topic such as "the App Economy. After all, Apple has more than 800 million credit card information and would therefore potentially one of the largest providers of payment be worldwide. What are the possibilities, for example, the following trend "Loyalty Goes Mobile" has, I will examine in the next few weeks times.

Did I mention the conference stage already? Can you imagine how a boxing ring. You stand in it down, has the audience on all four sides tigert like a madman and the films are projected onto the roof, so one of his listener is constantly looking under the chin, because of course have to look up brutally. After all is bad and one is grüngesichtig the coffee together. If I catch who has the thought ...

Nichtsdestrotz a worthwhile conference. In the evening I'm such a tired that I let fly two invitations and me in the awarding of the Estrel CAT Awards arrive. Even such a thing. The positives: I have 15 years again chatted with Alexander von Sabio . It was great. Together, we believe that the explosion of awards for mediocre or incomprehensible services is the death of every initiative again.
Problem 1: The really good cases are not filed, because the competition represent a further step and are therefore confidential.
Problem 2: The remaining Cases are "objectified" as long as wide of juries based on criteria, until nothing is left.
Problem 3: The whole is shortened so that no one in the audience understands why someone gets a prize, let alone what we can learn from it!
Problem 4: Because no one ever knows how it is presented without love, so the emotional commitment is moving around the level of Haftpflichtvericherung. Ladies and gentlemen, it's a great idea to make a 30 second film for 230 € and I get an HD camera with a great sound! So, in the media market, you are not stupid!

Nevertheless won three really good cases, when you first once looked up and understood what is at stake. Congratulations to the winners!

I do not go to the party of Avocis at Felix, as I have been inviting Genesys swish hab. I reg me of myself on cruel. At 22.30 I am in bed again by 5 clock awake. I've obviously done something in my life basically wrong.

But the lecture was very well ok

(c) by the Customer Competencies Institute