Call center sector under the microscope

Eight out of ten companies want to set up customer service centers to give them an edge over the competition
novomind and almato invite companies to attend their "Business Dinner"

Call centers are under pressure to beat the competition  
The competitive pressure on call center providers is increasing. Since 1998, the number of nationwide service centers has more than tripled. Customer service centers are expected to provide high quality at lower margins. Why? Eight out of ten companies want to use their customer service center to stand out from the competition. The telephone is no longer at the heart of the modern call center, which are being transformed into service-oriented customer contact centers whose staff are required to deal with calls, online requests, e-mails, letters and faxes. To ensure that all customer requests are processed rapidly and accurately, companies need intelligent software solutions and qualified staff. The Hamburg-based software provider, novomind, and the Quality Monitoring and Coaching Solutions provider from Stuttgart, almato, are therefore inviting contact center specialists and managers to attend their "Business Dinner” in the Literaturhaus, Stuttgart, on Thursday, March 23rd, 2006. A series of live presentations will give participants an insight into new solutions and successful business models. 
  
Experts from myToys and L´TUR present successful business models 
Kai Westphal from myToys will be giving a talk highlighting the available options from a corporate perspective. The toy giant optimized its prize-winning call center even further last year by implementing the novomind iMail™ e-mail management system. A further company representative who will be on-hand is Alexander Schlotter from L´TUR, the European market leader for last-minute holidays. He will be discussing his company’s success using the coaching software Click2Coach. The organizers themselves will be presenting a range of new features and implementation scenarios for the individual solutions. The exhibition in the Literaturhaus, followed by the Business Dinner, will give participants ample opportunity to exchange information and extend their network of contacts. Further information on the event can be found online at www.novomind.com and www.almato.de. 
  
novomind: a leading provider of intelligent software solutions  
The Hamburg-based software provider, novomind, is the fastest-growing company in the field of electronic customer communication and e-mail management. As a leading provider of digital customer communication solutions, novomind AG offers software solutions tailored to guarantee customers better, more individual service - significantly improving customer administration and generating a rapid return on investment. The product department’s portfolio includes the novomind Self Service Suite™. The software package contains the full range of communication modules needed for a customer service center: e-mail management, virtual customer assistance and systems enabling interactive, real time communication online - all in one, centralized knowledge database.
The novomind services department develops complex e-business applications that include scalable online shop solutions. Over 40 leading companies have opted for novomind technology so far, including Citibank, the Otto Concern, Yello Strom and the German pension insurance office. EnBW and Mexx, as well as public sectors representatives such as the German Parliament and the Federal Ministry of Finance, have already successfully implemented novomind systems to boost customer loyalty, turnover and public relations. 
  
almato: full-service providers for contact center solutions  
almato GmbH provides innovative solutions that enables customer service centers to make the most of their customer contacts. Business activities focus on sales and the implementation of high-quality monitoring and coaching solutions. almato acts as a full-service provider for all of the software solutions on offer. To date, almato’s successful collaborations include clients such as CARGLASS, Citibank, Goodyear Dunlop, IKEA, Lufthansa and L´TUR. 

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