“We are boosting our closing rate by displaying up-selling potential.”
Peter Goller, ERGO Direkt Versicherungen
Guided processe in customer service
Agents at the call center of Swiss Post work with BSI Contact Center. The system does not stipulate any standard processes, but can be flexibly adapted to the processes. May we also decipt processes for you that best match your strategy and your relations? Step by step, end to end. (Video in German)
BSI CRM in customer service
We don’t leave call centers and contact centers out on a limb with countless applications. BSI CRM integrates all systems on a single platform so that employees need only concentrate on one thing: serving the customer. (Video in German)
If IVR, then right!
“For billing press 1, for technical problems press 2...”. This thrills no one. Nevertheless, customers can also profit from interactive voice response. That is, if you use IVR properly.
BSI Contact Center: the multichannel software for your contact, service or call center
Satisfied customers, productive agents: With BSI Contact Center, the multichannel software, you can turn any call center into a true customer contact center. Our contact center platform is a multichannel and client-capable all-in-one CRM system that guides agents through processes and supports cross-selling and upselling. In this way you turn your old cost center into a modern profit center.
Experiences with IVR
“IVR – yes or no?” This is where there is a parting of the ways. Can guided processes and a reduced, intelligent use of interactive voice response (IVR) contribute to a positive experience? We discussed our theory with customer service experts.
Service lines
Would you not only like to know what employees communicate to customers, but also how? This is a challenge for companies with multiple brands or different service offers and especially for contact center service providers. (In German)
AHT as KPI
You always hear that customer satisfaction is the leading indicator for a service organization. However, this is often measured only by the average handling time (AHT). Is that expedient? An article from the Contact Management Magazine (CMM) in German.
“We not only profit directly from the company’s innovation management by upgrading our services, we are also able to actively codesign this dynamic.”
Jean-Luc Morchetti, Swiss Post
Complaint management
Don’t complain about complaints – critical customers are, after all, better customers. Their feedback well managed can even lead to boosted loyalty and higher reselling rates. Assumed that the complaint management is properly rooted within the company.
Anonymous? For sure!
A company does not always want to, or is allowed to, know its customers. Data protection stipulations are often the reason for this. But even if you don’t know your customers or are not permitted to know them, anonymized data provides statistics and evaluations.
Fresh answers
It’s not just the price tag that matters for discount retailers. Smart processes and smart contact center software enable Lidl to handle customer inquiries from several thousand stores both thoroughly and efficiently. An interview with Adrian Bucher, BSI Project Manager.
Direct sales
Standard software for all staff involved in customer contact? A conversation with Peter Goller, Overall Project Head for CRM Introduction at ERGO Direkt Versicherungen.
Properly train with BSI
Attend the BSI Contact Center course for team leaders to manage your team in a more targeted manner. Or deepen your knowledge in the BSI Contact Center for Process Administrators course.
Organizations
We think: Exchange of interests and information is important. Therefore, we are member of the organizations for call center and customer contact in D-A-CH.