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Munich, 02/26/2013 - b.telligent, one of the leading consultancy services for business intelligence, customer relationship management and e-commercein the DACH region, celebrates its premiere as an exhibitor at the Call Center World (CCW) in Berlin. From 26 to 28 February 2013, b.telligent presents its service and solution portfolio for call and service centers in hall 4/ booth J13. Particular focus will be placed on the topics campaign management, social media analysis, mobile BI and next best activity.
Presentations by b.telligent on Next Best Activity, Social Media Analysis und successful Closed Loop Marketing
b.telligent will be giving presentations on "Next Best Activity using the Example of 'Care to Sell'" and "Social Media Analysis of the Service Quality in Germany" in trade fair hall 4 from 12.30 pm to 1.15 pm on the first day of the fair. b.telligent's Next Best Activity solution supports call center agents in easily using cross- and up-selling potentials of the inbound telephony. Within the scope of the social media analysis regarding service quality in Germany - a cooperation project of the Call Center Association (Call Center Verband e.V.), Attensity and b.telligent - a comprehensive analysis of all tweets on service quality was carried out for the first time.
On 28 February 2013 - the third day of the trade fair - b.telligent will also give a presentation on "Successful Closed Loop Marketing at BRITA as Software as a Service Model" in trade fair hall 4 from 12.30 pm to 1.15 pm. This project has already been awarded the BARC Best Practice Award and the CRM Best Practice Award in 2011.
The Social Media Analysis shows: the Service Quality in Germany is better than its Reputation
On behalf of the Call Center Association (Call Center Verband e.V.), b.telligent and Attensity have carried out a comprehensive analysis - the first of its kind - of all tweets regarding the service quality in Germany. In this context, 65.000 tweets in Twitter were analyzed over a period from December to February. Contrary to what the reputation of services might suggest, it turned out that 72 percent of the comments regarding service quality on the social media channel Twitter must be described as positive. The consumer satisfaction is demonstrated by comments such as "Perfect Customer Service!" or "I and Maci got friendly, qualified and quick assistance right away. Thank you!". Most frequently, the service was considered "very good" or "good", followed by statements about service satisfaction, speed and friendliness of the customer service.
Only 28 percent of the statements on Twitter are negative (example: "Some customer service agents make me wonder: do they assist in finding a solution or are they part of the problem?"). The five most frequently mentioned comments consider the service "very bad" or "bad", "unfriendly" or the twitterer is "annoyed" about the waiting loop or is "waiting". Almost every tweet addressing the topic "Waiting Loop" is negative (e.g.: "Sometimes when I am bored, I weave a waiting loop out of strings of patience").
Mobile BI - The CCV Call Center Industry Survey 2012 with interactive Reports on Roambi
The rapid spread of smartphones and tablets also leads to an increasing demand for mobile solutions on the part of businesses in order to retrieve data at any time and from anywhere. Thanks to the mobile BI solution of b.telligent's partner Roambi, this is now possible. By the tap of a finger, employees and decision makers of businesses have mobile access to information, which supports faster and intelligent decision-making.
On 26 February 2013 at 3.00 pm, the Call Center Association (Call Center Verband e. V.) will officially present the new CCV Call Center Industry Survey 2012 at the Call Center World 2013 in Berlin in hall 4 at booth H18/J17.
