„Make or Buy“? No easy decision when it comes to customer contact processing

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Despite the progress of digitalization, the number of client contacts to be processed manually by staff is on the increase in most sales and service departments. At the same time, the customers‘/sales partners‘ expectations in terms of... weiterlesen

07.09.2022

How knowledge becomes a success factor in customer service

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Customers have more and more channels and contact points at their disposal to contact a company's customer service. At the same time, service teams are increasingly working decentrally, for example at several locations or in home office, and use... weiterlesen

04.03.2022

Successful service automation means improving processes for the benefit of the customer

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The automation of simple services offers broad advantages for customers as well as businesses. For example: the processing of service processes remains scalable, is immediately available around the clock and the processing results can be evaluated... weiterlesen

04.03.2022

Home office work: How can it be structured productive and fulfilling?

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Do you also currently work in the home office? Are you only well aware of these or similar occurrences at work: Already in the morning your concentration level is at a minimum, your back hurts after sitting on dining room chairs for a long time or... weiterlesen

13.01.2022

Learnings for After Sales & Technical Support Units in Lockdown Times

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The trends towards digitalisation of services and increased service quality in the support of customers/sales partners (hereafter referred to as business partners) already existed before the crisis. In the lockdown, employers and employees face... weiterlesen

13.01.2022

Workforce Planning – Balancing Customer Service and Profitability

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Providing excellent service without losing sight of the company's profitability is a key challenge for managers of sales and service units. The success of the unit depends directly on the most accurate staffing possible because this influences not... weiterlesen

11.01.2022

Structured contact avoidance – actually the easiest way to optimise service

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Most service organisations see their "core value" in providing the best possible solution to the requests from customers and sales partners that come in every day through various contact channels. Very few service organisations analyse the reasons... weiterlesen

04.01.2022

Sales representatives in the home office: Intensify customer service and secure customer loyalty!

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Due to the repeatedly tightened hygiene measures caused by the “4th wave” of the Corona pandemic, work is again relocated to the home office as much as possible. Sales representatives can no longer visit their customers in person and are... weiterlesen

04.01.2022

Changes regarding employees and activities outside the tourism industry – blog series on the status quo of the industry development (part 5)

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What is the current status quo of the industry development? The Corona pandemic has posed major challenges on the tourism industry worldwide. Therefore, Dr. Fried & Partner and the Travel Industry Club asked at the end of 2020 how things will... weiterlesen

06.08.2021

Is your customer service ready for the cloud?

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More and more often, companies are replacing so-called on-premise systems (hereafter on-prem) with alternative cloud technologies. Cloud-based systems are also being used more and more frequently for the heart of customer service, the ACD system... weiterlesen

29.07.2021

Changes in customer approach, sales and marketing – blog series on the status quo of the industry development (part 4)

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What is the current status quo of the industry development? The Corona pandemic has posed major challenges on the tourism industry worldwide. Therefore, Dr. Fried & Partner and the Travel Industry Club asked at the end of 2020 how things will... weiterlesen

19.07.2021

Changes in pricing and conditions – blog series on the status quo of the industry development (part 3)

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What is the current status quo of the industry development? The Corona pandemic has posed major challenges on the tourism industry worldwide. Therefore, Dr. Fried & Partner and the Travel Industry Club asked at the end of 2020 how things will... weiterlesen

01.07.2021

Changes in products – blog series on the status quo of the industry development (part 2)

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What is the current status quo of the industry development? The Corona pandemic has posed major challenges on the tourism industry worldwide. Therefore, Dr. Fried & Partner and the Travel Industry Club asked at the end of 2020 how things will... weiterlesen

17.06.2021

Changes in structures and processes – blog series on the status quo of the industry development (part 1)

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Starting point: Scenario analysis at the end of 2020 The Corona pandemic has posed major challenges on the tourism industry worldwide. Therefore, Dr. Fried & Partner and the Travel Industry Club asked at the end of 2020 how things will continue... weiterlesen

02.06.2021

Designing telephone announcements professionally – The first impression of your company counts

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Have you ever gone through the call process of your customer service from a customer's point of view? Do you know the phone prompts and what selections you need to make to get to your destination? If not, we encourage you to give it a try. After... weiterlesen

05.05.2021

A forecast in customer support: How to tackle the Herculean task

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Delivering accurate forecasts of the workload in customer support can quickly become a Herculean task. If the actual workload is lower than expected in the forecast, the assigned employees are not being used to capacity. If the forecast is too low... weiterlesen

05.05.2021

Take the chance to declutter your „Kommunigramm”

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Do you also find yourself in the situation that over the years your organisation has accumulated a large number of telephone numbers, fax numbers and e-mail addresses that are communicated to customers/sales partners? Do you and your customers/sales... weiterlesen

08.04.2021

Take advantage of the opportunities for virtual cooperation between your service units

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Are you also confronted with the challenge of running regional/country-specific service units where the synergy effects of cooperation remain unused? Cooperation offers enormous opportunities in terms of mutual support in peak and off-peak times... weiterlesen

07.04.2021

Ministry of Economy publishes “Corona Paper” as part of the National Tourism Strategy project, led by Dr. Fried & Partner

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In April 2019, the Federal Government of Germany decided on key points for a National Tourism Strategy. Thus, a corresponding project for the development of an action plan was initiated by the Federal Ministry for Economic Affairs and Energy under... weiterlesen

04.03.2021