CCW 2017: analog qualities in an increasingly digital customer dialog

"We have been talking a lot about technological progress in our industry for years. And there's no question that digitalization and omnichannel communication open up new opportunities for us and our clients in our dialogue with the respective target groups," emphasizes AMEVIDA CEO and owner Dr Matthias Eickhoff in this context.
"But when it comes to customer contact, when it comes to taking the decisive step in customer retention, winning back customers, preventing contract terminations or successfully concluding contracts, it's people who do it, not algorithms."
At this year's Call Center World (CCW), which takes place from February 20 to 23 in Berlin, AMEVIDA is therefore making the analogue the main theme: the human factor in interaction with the digital world.
Under the trade fair motto "Scoring points with the human factor in the digital age", the Gelsenkirchen-based company will use practical examples to show how it was able to increase the churn prevention rate to 40%, achieve a 59% conversion rate or increase the cross-sell share to 15% for customers from the telecommunications and energy sectors.
"The core of communication - being able to agree on something beyond letters and numbers, yes or no, on an emotional or unconventional level - remains an intrinsic human characteristic. And a core competence that is excellently supported by the advancing digitalization of communication technology," emphasizes AMEVIDA CEO Eickhoff, adding in conclusion: "Of course, success requires people who do their job with passion, with all their senses and with outstanding specialist and industry expertise."