“Customer Experience. Make it your game” – this is Damovo’s theme at this year's CCW event in Berlin. A live demo at the Damovo booth (3G8/H7 in Hall 3) will show visitors how customers can set up their contact centre for the digital future and at the same time make customer communication more efficient. Damovo will also invite contact centre managers to participate in the annual CCW survey which will explore current digitization trends in customer services – a project supported by the renowned analyst Dr. Andreas Stiehler and Damovo.
Automated processes will be a key feature of the contact centre industry in 2019. Via an integrated live demo Damovo’s contact centre experts will show how the targeted use of chatbots can increase accessibility – without overloading the contact centre employees. Visitors will also learn how process automation, plus the use of digital signatures and a co-browsing solution can significantly improve the first contact resolution rate (FCR).
During CCW, Damovo and Dr. Andreas Stiehler will conduct a study to determine how far digitisation in customer services has progressed in 2019, and which issues still need to be addressed. The resulting analysis will also include opinions from contact centre managers on the development of bots, and examine how the experts believe the role of human agents will change going forward.
Daniela Dilger, Head of Group Contact Centre Propositions: "We believe that process automation in times of digitisation is not about replacing employees with AI and bots. Rather, it presents a huge opportunity for contact centre managers to re-route the high volumes of general customer queries away from contact centre agents, giving them more time to spend on more complex queries that will generate higher levels of customer satisfaction."
Delegates will have the opportunity to participate in the survey at the Damovo stand or online at https://make-it-your-game.fortun24.de/ All participants will receive a report with results analysis at theend of April.
Visitors can still get a free admission ticket to the trade fair here.