Statistics presented at Customer Care Conference & Expo 2013 showed that, globally, 85% transactions take place online so integrating online call centers and chat systems became imperative, Gadgetrends.ro writes. Moreover, clients interacting with brands via Social Media spend 20-40% more.
Although reality shows the importance of online and social media, Apostolos Kemos, Sales Director Genesys South Est Europe & Israel, said, during the event, that 77% companies don’t offer customer service via Social Media.
During the event, the conclusion was the Romanian contact center is on an ascending trend, with local growth rhythm being of 10-15% year per year, according to Dan Mazilu, Managing Partner Mediatel Data.
Contact center industry is the only one that created over 12,000 work places in full crisis, according to Amalia Sterescu, Senior Business Consultant.
At international level, 85% of transactions take place online, therefor integrating online call centers and chat systems became imperative (…) Consumers that interact with brands via social media are spending 20-40% more. Despite this reality, 77% companies don’t offer customer service via social media
Sales Director Genesys South Est Europe & Israel.
Expo Media promotes customer care performance and contributes, every year, to consolidating an authentic specialized community
Customer Care Conference & Expo had among speakers 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 – ambassador Cannes Lions, Romania, Amalia Sterescu – Executive IT&C, Consultant Outsourcing, Anda Bucsan – Customer Service Director, Cargus International, Alina Tamba – Contact Center Manager, Xerox, and Marcela Stoica – Senior Management Skills Developer, Customer Service School.
Expo Media offers quality integrated marketing services since 2004 and has extensive knowledge in multiple areas such as ATL, BTL, TTL, research and “customer centricity” consultancy. Expo Media has an extensive portfolio of clients with which has long term relationships. During last few years, the company was part of the jury at Stevie Awards (“Sales & Customer Service” category) and started ambitious and innovative projects, such aswww.enlightening.ro