Customers expect Service & Support provided from all Channels (Chat, Social Media, Video,..). Channel diversity rises a challenge in customer service. In this workshop you will learn how to implement your Omni-Multichannel strategy.
After completing this workshop, you will know:
- What Communication channels are relevant for customer service
- Everything necessary for multi-omni channel reporting
- Technical basics for a successful and modern costumer service
This workshop is targeted to:
- Companies with an integrated service center
- Manager and chief of the customer service department
- Accountability in contact centers
Detlev Artelt is the CEO of aixvox GmbH, a manufacture-independent consulting company based in Aachen. He leads the expert group Unified Communications at the eco-Association “Kompetenzgruppe Unified Communications beim eco-Verband” and is a speaker, presenter and advisors body at international congresses.
Detlev Artelt is the editor and author of the textbook series „voice compass“”, the standard work on contemporary communication and the „PRAXISTIPPS Kundenkommunikation“, which give readers useful tips and reports, as well as the specialized publication „EINFACH ANDERS ARBEITEN“.
Multi- und Omnichannel in costumer service– What is that?
Customers use a variety of channels – The Internet and mobile Data sharing allows Chat, Facebook, Twitter und more. These opportunities bring new tasks and technological challenges for innovative contact centers. Furthermore the agents must have the ability to elaborate the diverse channels with the same quality as on the telephone.
The right tools, important knowledge of Omni channel and real life examples will help your company to a quantum leap forward. So you can offer an optimal costumer service.
11.30 break 12.00 Channels and their features 13.30 Business Lunch 14.30 „Hands on“ 15.15 Best Practice: Omnichannel in customer service 16.00 Multi-, Omnichannel and Unified Communications 17.30 summary
12.00 Channels and their features
13.30 Business Lunch
14.30 „Hands on“
15.15 Best Practice: Omnichannel in customer service
16.00 Multi-, Omnichannel and Unified Communications