Datele statistice prezentate in cadrul Customer Care Conference & Expo 2013 arata ca, la nivel global, 85% din tranzactii au loc online, prin urmare integrarea de call centere online si sisteme de chat a devenit imperativa. Totodata, consumatorii care interactioneaza cu brandurile prin intermediul Social Media cheltuiesc cu 20% pana la 40% mai mult. In ciuda acestei realitati, Apostolos Kemos, Sales Director, Genesys, South Est Europe & Israel a declarat ca 77% dintre companii nu asigura customer service via Social Media.
Piata locala de contact center este in plina ascensiune, iar profesionistii industriei de profil si-au impartasit cele mai noi tendinte de customer experience la cea de-a 9 a editie a Customer Care Conference and Expo.
Castigam teren in fata companiilor din Vest. Ritmul local de crestere anuala este de aproximativ 10-15%”
Dan Mazilu, Managing Partner, Mediatel Data.
Industria de contact center reprezinta singura industrie care a creat peste 12.000 de locuri de munca in plina criza. Iar atentia managerilor de customer care si a clientilor, dar si cifrele de afaceri, au migrat substantial in mediile vituale.”
Amalia Sterescu, Senior Business Consultant.
La nivel global, 85 la suta din tranzactii au loc online, prin urmare integrarea de call centere online si sisteme de chat a devenit imperativa.”
Apostolos Kemos, Sales Director, Genesys, South Est Europe & Israel.
Organizata de Expo Media, Customer Care Conference and Expo i-a avut printre speakeri pe: Dario Orbecchi – Operations Manager, Document Management Services, Comdata, David Engel – CEO & Co. Founder, Smart Number Telecom, Derek Sansome – Senior Director, Strategic Client Management EMEA, SYKES, Dan Mazilu – Managing Partner, Mediatel Data, Apostolos Kemos – Sales Director for South Est Europe&Israel, Genesys Telecommunication Laboratories, Edmona Popescu – Chief Executive Officer, Teleperformance Romania, Teodora Migdalovici – Ambasador Cannes Lions, Romania, Amalia Sterescu – Executive IT&C, Consultant Outsourcing, Anda Bucsan – Customer Service Director, Cargus International, Alina Tamba – Contact Center Manager, Xerox, si Marcela Stoica – Senior Management Skills Developer, Customer Service School.
