Peter Kloibhofer gave a presentation on “Customer Experience through Employee Experience” at the call center branch event.

At the second Customer Experience Management Summit, held at the end of October in Madrid, experts met to discuss current trends, tips and case studies from the call center industry. In his presentation in front of around 150 participants, Peter Kloibhofer, Customer Relations Manager at Competence Call Center spoke about the impact of external call center employees on the customer experience.

 

“The very best customer experience concept is entirely worthless if we don’t take into consideration the employees, who at the end of the day, are responsible for contacting the consumer directly” explained Peter Kloibhofer. “This is why we are starting to see the topic Employee Experience afforded greater importance within Customer Experience.”

 

At Competence Call Center measures are being taken to integrate employees into the CCC Team and at the same time gain an understanding of the working culture within the partner company. During his presentation at the Customer Experience Management Summit, Peter Kloibhofer gave a whole host of examples based on experience in the field.

 

“We aim to work closely with our partners during all phases of the project. In most cases, this is already a primary aim during the recruitment process. Employees are selected according to the individual profiles jointly created for the current projects. A deciding factor for CCC is to win “fans” of the brand in question at an early stage. Another element which is very important to us is empowerment. Circumstances permitting, this allows employees who wish to participate in the active further development of the current theme through direct contact with our partners. Branch awards achieved in cooperation with the partner, special product and service events and also the CCC Campus as an internal further education tool all serve to create strong emotional ties between our employees and our partners. These ties are absolutely key to successful Customer Experience Management in order to achieve absolute satisfaction amongst our partners’ customers, thereby creating brand ambassadors”, said Peter Kloibhofer.

 

About the Customer Experience Management Summit:

The second Customer Experience Management Summit took place from 18 to 20 October 2011 in Madrid, Spain.

The two-day event, hosted by top global company Allan Lloyds, offered presentations from a range of international names including BT, the Austria Telecom Group, Thomas Cook and UBS, as well as workshops and networking opportunities.  

Best practice examples were also presented and interactive panels provided the opportunity to discuss new services and products in the branch.

 

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