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industry where is it going to the contact center?

Historically, call centers born from the opportunity to provide immediate customer service by phone. At first it was mainly informative and it had a service ancillary to the core product offering. However, its use expanded considerably, mainly due to two factors:

• Strong competition, which became a luxury service in a normal channel and necessary contact with the customer. Strong
• particular customer demand, which increasingly has less leisure time and thus gives more value to your leisure.

This, combined with strong technological innovation, the sector presaged a bright future, which in reality still has not met the expectations that had been put into it. However, it should highlight the efforts being made by companies in the industry to correct and improve the shortcomings in the day to day are happening.

We are aware that the market for contact centers is one of the most dynamic and technologically advanced, but motivated by their unique characteristics must know how face many challenges facing its business, we are talking about the lack of training of crews, the high staff turnover, the complex relationship with the client and offshoring or outsourcing.

But the evolution continues, and the competitive market in which they move has taught users to demand value-added services and demand the way they want to engage with the company. This has forced traditional call centers into contact centers , integrating multiple channels of interaction with the company as telephone, e-mail , sms ... with the same simple and effective solution that provides call center and offering customers a single point of contact to meet your needs.

This fact has joined the consolidation of the Internet, and therefore of electronic commerce, has led to the emergence of virtual call centers, which allow Internet users, via a click, start a conversation face to face with the person who is in the call center. With this call center are overcome two obstacles: the fear of internet users who still exudes a purchase over the Internet and dehumanization, ie lack face, gestures and gaze.

For now, the virtual call center is being established slowly, but there is another formula that is rooted Voice over Internet Protocol (IP) which offers Internet, through a click, phone contact with the operator who will answer all your questions, thus saving phone.

With all these technological advances, the call center is no longer just a call manager in order to become a strategic element of CRM (Customer Relationship Management ) of companies, which, however, consider not knowing he is out all the benefits the system can provide.

If technology is important, it should be even more people, turned into the key and central to our efforts.

Therefore, priority should be given the satisfaction of customers from reducing costs and in this respect, the teams have a great responsibility to cover. Do not forget that the image of our company is at stake. A good example of what we know to American Express and Coca-Cola.

These companies have a customer-oriented culture throughout the organization, regardless of the task to perform, and that is transmitted to the user. His method follows exactly the RMG technical selling as the traditional contact-report, there has been a contact-report-report-meets-loyalty and prescribe.

Without proper application of this technique, contact companies and business customers will be given a tarnished image of the service and, therefore, instead of retaining customers, with the resulting prisoners have "no return" investment. Therefore encourage companies to not only focus its strategy on reducing costs to compete, but to invest in human teams to professionalise their management and be able to make cultural change who is suing the market, thus achieving the competitiveness that the client requests.

Technology and people are the two pillars that must support the present and future of the contact center into a strategic opportunity to demonstrate to the market content and differential efficiency over the competition.

measures and action plan to improve customer service

• Working to become a service center.
• Establish a customer service plan that has its origin in the direction of the company and involve all workers. Learn
• measure the quality of service of the company. Submit
• audits regularly.
• Perform a market survey on customer service in our industry. In this study must answer three questions:

- What services we are providing our customers?

- What service our customers want to have? (Both current and potential).

- What service gives our competition?

• staff dealing with customers should be aware of all products and services offered company. Moving from concept
• "call" to "contact."
• Examine the operation of the company bottlenecks and, where appropriate, take action to eliminate them.
• update and innovate in all manuals and processes for the customer. Organize
• open day for customers.
• Provide a contingency plan for emergency situations.
• know the particulars of the customers. Make a
• feedback regularly with verbatims contributed by users. Perform regular
• specific courses training of its personnel from customer service.
• Organize a system that can understand and use feedback provided by the client.
• Create an information channel between customers and various company departments.
• Ensure flexibility in the implementation of customer care system.
• qualitatively measure the economic result of the actions of the customer service department.
• And finally, we must not forget that systems of control and goal setting will help ensure the ongoing effectiveness of the customer service department.

The customer service in the XXI century

Designed to be one of the main pillars in the competitiveness of companies in the new millennium, we have considered operating below reflect a decalogue of what all contact center must be able to communicate internally:

• Phone, e-mail and sms are the most used by customers in its communications with companies.
• services customer demand exceeding a schedule of the company.
• is very important to handle calls from customers in the shortest possible time.
Customers value
• first immediate response from the company, regardless of future actions.
• The client has a growing tendency to assert their rights as consumers.
• Companies that increase their profitability are listening to complaints and feedback from their customers and try to resolve them.
• Customer satisfaction is in the hands of a single department but of the entire organization.
• Sensations perceived by customers to file a complaint are the most durable and which gives the image of the company.
• What really differentiates a company from its direct competitors is the quality of customer.
• Complaints are a source of information and customer loyalty, seize the opportunity.

Technorati Tags: contact center, call center , marketing, direct marketing , sms, bluetooth , systems, ivr, acd

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Creatures from another planet ... in Australia

Nature never ceases to amaze when human. The remotest corners of the planet have always scientists with a wealth of new species of fauna and flora.

Now, the Queensland Brain Institute in Australia, has published some pictures he took at the Great Barrier Reef, 350 miles from the island, with video art.

These photos are attached to those published a few days ago of ten new animals discovered by researchers at the University of Aberdeen, Scotland.

fish and crustaceans share the Pacific Ocean a thousand meters deep. The most beautiful and glittering colors and the darkest sides are mixed with bodies that emit light and sharp teeth that make us fear and admire both fascinating creatures. (José Manuel White - ABC - Spain)

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The rare grouse Leon

The Teleno, mountain deified by the Romans (Mars Tilenus) not only had treasures of gold on its slopes, but harbored other scientific treasure: the capercaillie (Tetrao urogallus) and Southern rarest in the world, whose existence was unknown to scientists until 2005.

Because from the southern Sierra de Gistredo at the foot of Teleno on an area of \u200b\u200b3,000 square kilometers about 40 grouse surviving adults, in what form "the rarest of the world population, according to the scientific community" says Manuel Antonio Gonzalez of the Universidad de León, who investigates the past five years.

Studies at the University of León began in 2005 with a doctoral thesis, but then there has been an investigation team of the Department of Biodiversity and Environmental Management, which explores the control of the stronghold of value special.

"The Cantabrian capercaillie and are special because they live in deciduous forests (beech and birch), while the rest of the grouse inhabits coniferous areas, but these copies of the Montes de León are also inhabitants of a Mediterranean ecosystem survive conditions of drought and a different diet, "said the expert.

The grouse is a common bird in northern Europe, where even a game species, but that is rare to the south: "As we get into more developed countries, populations are maintained only in forests sections, "says Gonzalez.

The grouse of the Pyrenees and the Cantabrian Mountains, are already living in forests which are coniferous, but easily withstand winters: Euro-Siberian forest-dwelling, cold and wet, birch and beech.

But the peculiarities of these 40 specimens detected now, are unusual because they live in a Mediterranean forest of Pyrenean oak, supporting at least one month of summer drought.

Front grouse further north, a lover of fruit and holly berries, the most southern-most southern Europe have adapted their eating habits to pardalina (Senecio) and oak trees, of those who eat the green buds and acorns.

"Everything we find is new, we're trying to get to know because we do not know yet what they do and how they live ... but are there forever, but had gone unnoticed by the scientific community" maintains the expert consulted.

Ignorance of its existence has been a misfortune, because the wind are entering this area of \u200b\u200bhigh ecological value, but has no treatment of SCI or SPA or National Park: "There is an obvious clash between interests of conservation and renewable energy companies, "he observes.

To Manuel Antonio Gonzalez, the normal reproduction and this bird is observed, although the number of Cantaderas and nesting areas are not well understood: "Do not bother because it prevents their reproduction, and we're talking about a endangered subspecies, "he argues.

holly plant expert rejects or conifers to enhance the food of the birds: "The capercaillie is plenty of food and if there is enough forest because it also to receive it; the condition for living well is tied to the existence of forests, not to food, food resources are not the problem. "

data can not stagnation or decline of the subspecies' because we are starting from ignorance of what was, is all data are new. We're just getting to know the number of roosters in the area and their way of life .

doctoral thesis, begun in 2005, will be completed in two years, although the working group, five scientists led by biologist Francisco Purroy, has already started work on some submissions.

" The thesis will end in two years, but the research group should continue its work, said Manuel Antonio González. (Tomás Álvarez - El Mundo - Spain)

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The BP oil spill spreads and from Florida to Texas

In a tragic world record of ecological damage, the gobs of tar and oil residue from the massive dumping of BP have been able to spread and five U.S. states that share the American coast of the Gulf of Mexico: Florida, Alabama, Mississippi, Louisiana and Texas this week, which until now had escaped the pollution slick started two and half months ago.

Coast Guard officials confirmed the existence of traces of oil in around the beaches of Galveston Texas. Although the amount is quite small compared to other affected areas, the Texas authorities have organized a cleanup operation, which British Petroleum will pay invoice. As he reiterated the state commissioner Jerry Patterson, "any beach in Texas affected by the spill will be cleaned quickly and the account shall be paid by BP."

As explained specialists in marine studies, was only a matter of time before one of the oil spill in the Gulf of Mexico came to the huge coastal area of \u200b\u200bTexas. Since the loss of the platform "Deepwater Horizon" occurred April 20, authorities have found traces of tar and oil in a coastal area of \u200b\u200bnearly nine miles long. The first damage was recorded at the mouth of the Mississippi River nine days after the explosion of BP facilities.

The inexorable advance of the discharge is also deep into Louisiana. Since the effects of the oil slick by tar balls are starting to detect within the estuary of the Great Lake Pontchartrain, north of New Orleans. This aquifer intrusion from the rear of Louisiana has coincided with several days of bad weather that has prevented completion of work containment at sea.

To date, all efforts made in cleaning the waters of the Gulf of Mexico have captured some 88 million liters of water contaminated with oil. In total, British Petroleum has paid U.S. $ 3,120 million to meet all expenditures. Figure does not include the compensation fund of $ 20,000 million forced by the Obama Administration.

federal government scientists have estimated that there is more than a 60% chance that the slick-driven undercurrents begin to gradually around the Florida peninsula and up the coast eastern United States. At the risk of a portion of the millions of gallons of oil spills to date can reach the beaches of Miami and the spectacular area of \u200b\u200bthe Florida Keys.

According to Roger Helm, Chief Scientific Officer of the dumping investigation organized by the Department of Interior, "the distribution of oil in water is greater and worse than expected, with very real potential to cause both alterations significant in the food chain as the disappearance of endangered marsh areas. " His prognosis would have become more pessimistic in recent days, as the oil slick has spread along the coasts Gulf of Mexico "exceeding the response capacity of the world" (Pedro Rodriguez - ABC - Spain)

Louisiana wetland ecosystem affected by the oil spill


Oil slick threatens Florida coral reef

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The Principality of Asturias will release two copies of bearded

The Ministry of Environment, Planning and Infrastructure of the Principality of Asturias proceed next Friday, at 10.30 hours, the release of two copies of vultures in the Picos de Europa.

This action is performed within the program of reintroduction of this species in the National Park, as reported by the Government of the Principality of Asturias.

The event will attend the Minister for the Environment, Planning and Infrastructure, Francisco González Buendía, and the Deputy Minister of Environment, Belén Fernández.

The meeting point is set at the Visitors Reception Centre National Park in Buferrera, where you will displacement to the drop zone.

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