CCW - Der Kundenservice & Call Center Kongress in Berlin: CCW Blog

VOICE APPLICATIONS WITH A FUTURE: CUSTOMER CARE IN THE AGE OF GENERATIVE AI

27.02.2024

Voice applications are becoming increasingly important in customer service. In this guest article, you will learn about the impact of AI in this area and the goals companies pursue with these applications, based on the study by CreaLog.

AD-HOC CONVERSATIONAL SELF SERVICE: THE KEY TO AI TRANSFORMATION IN CONTACT CENTERS?

19.02.2024

Ad-hoc Conversational Self-Service: The Key to AI Transformation in Contact Centers?

DATA SOURCE CUSTOMER CONVERSATION: WHY AI-SUPPORTED ANALYSIS LEADS TO IMPROVED CUSTOMER EXPERIENCES

16.02.2024

By recording conversations, valuable insights can be gained in customer service. In our guest article by Alex Klose, you will learn what conclusions can be drawn from these recordings and how they can improve the customer experience.

THE USE OF AI IN THE CONTACT CENTER - A GAME CHANGER?

14.02.2024

Integrating AI in the contact center is not difficult. Our guest author Sabine Winterkamp, Senior Director of Marketing EMEA at Five9, provides valuable insights into the feasible implementation of AI as a game changer in customer service. Technological support not only creates added value for the customer experience (CX). Learn here how it also achieves a new service level.

4 STEPS FOR A USEFUL AND PLANNED ENTRY INTO THE WORLD OF ARTIFICIAL INTELLIGENCE

12.02.2024

A clear definition for the implementation of AI technologies and the entry into the world of artificial intelligence is still lacking in most companies. In this article, Martin Wild, Partner & CEO at SOGEDES, demonstrates how you should approach this topic.

ADVANCING TOTAL EXPERIENCE THROUGH ARTIFICIAL INTELLIGENCE: AN OVERVIEW

05.02.2024

Improve Customer Experience in the Contact Center through Effective Teamwork Between Humans and Machines. From Call Distribution to Conversational AI – Frank Kirsch presents innovative solutions in this guest article.

GENERATIVE AI IN THE CONTACT CENTER: ARTIFICIAL INTELLIGENCE IN PRACTICE

31.01.2024

Generative AI can be a transformative force in the contact center. But where does it help, and what can it achieve? We present five use cases that demonstrate what you can achieve with generative AI!

5 TIPS FOR GENERATIVE AI IN CUSTOMER SERVICE

26.01.2024

Generative AI is no longer just a hype. It has arrived in various areas of the workplace and is constantly transforming them. AI also plays an important role in customer service. Learn how to effectively use generative AI and what to watch out for!

Digital sovereignty is possible! This is how companies in Europe become more independent with data-driven business models

25.01.2024

Data-secure, independent, and one step ahead of the competition! Jan Fischer, Project Manager & Coordinator, and Thomas Sprenger, Specialist Communications at Gaia-X Hub Germany, describe in their guest article how digital sovereignty can be achieved with data-driven business models. Learn here why a framework based on European legal concepts can be a game changer for secure and trustworthy data ecosystems.

FROM MONO- TO OMNICHANNEL SALES – THE CAR IN MIND

18.01.2024

Sales Reorganization Made Easy! Thorsten Küppers, Head of International Inside Sales Strategy at Berner Omnichannel Trading Holding SE, provides an exciting deep dive in his guest article on what matters in the change process from single-channel to omnichannel sales. An intelligent multichannel approach not only boosts revenue but also enhances customer and employee experience. Curious about what the car in your mind has to do with it? Find the answer here.

CUSTOMER SUPPORT IN THE AGILE TRANSFORMATION - OPPORTUNITIES MEET CHALLENGES

04.01.2024

In the turbulent world of modern business, agile transformation is no longer a trend but an essential necessity. Are you ready to transform your customer support with agility? Sebastian Kohlhepp, Tribe Lead Customer Services ITIL Processes and Management at Atruvia AG, shares valuable practical experiences and tips for the successful implementation of agile support in his guest article. Be prepared for an in-depth look into the world of change.

THE ROLE OF GENERATIVE AI FOR OUTSTANDING PERFORMANCE AND DELIGHTED CUSTOMERS

03.01.2024

Artificial intelligence plays a significant role in customer service as part of the Total Experience. Both customer and employee experiences benefit from the use of innovative technologies. Discover in Barbara Caspers-Zarini's guest article at Content Guru the advantages that generative AI brings to customer interactions!

Everything the customer experiences is the brand.

14.12.2023

It's a Match – why positive customer experiences are closely related to brand perception is explained by Prof. Dr. Oliver Errichiello, Professor/Lecturer of Brand Sociology and Brand Management at the Universities of Mittweida and Lucerne, brand expert, and prolific author, in the second part of his guest article.

"WHEN THE CUSTOMER BECOMES A NUISANCE"– WHY PEOPLE MAKE BRANDS STRONG

12.12.2023

How significant is the impact of customer dialogue on brands? What can mission statements and advertising achieve? In the first part of his guest article, Prof. Dr. Oliver Errichiello, Professor/Lecturer of Brand Sociology and Brand Management at the Universities of Mittweida and Lucerne, brand expert, and prolific author, describes how powerful the influence of people on products from successful companies is.

Total Experience in the Contact Center: The Importance of a Real Value Center

11.01.2023

The dual focus on CX and EX is what Barbara Caspers-Zarini at Content Guru calls Total Experience (TX). In this article, she will analyze the challenges of delivering connected customer experiences and transforming the contact center into a value center.

Make 2023 the Year of Happy Agents

28.12.2022

Find out, how happy agents can help improve your customer service experience – Contact Center trends you should start, stop and continue this year presented by Diana Schröter from Twilio.

Do messaging channels like WhatsApp have a place in the Professional Contact Center?

16.02.2022

There are a number of reasons why professional contact centers should consider adding support for WhatsApp and other modern conversational messaging. Matthias Mehner looks at a few key factors driving the adoption of conversational messaging channels in today's professional contact centers.

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