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Innovations @ IPG

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Thinking ahead and anticipating future developments, that is what the job of Bart Ghesquière, Innovation Manager at IPG, is all about. (read more)

Looking to the future

Technology, business development and advice, those are the three main areas of development for IPG’s Innovation Manager, Bart Ghesquière. He believes innovation is essential, not only to create added value but also to offer clients the best possible service.   And that is why he is always on the look-out for new technologies and innovative solutions to ensure that IPG can respond to the clients’ needs in the ever changing and very competitive contact centre business.

“One of the aspects of my job is to focus on the near future. In two years’ time our clients’ needs will be different from what they are today so we have to make sure we will be able to answer those needs in the best possible way. The days when customer contacts were only handled by phone are well and truly behind us. The arrival of the internet and the emergence of e-business mean new communication tools like chat and email have become more and more important in our business over the years and they will continue to be so. We now see our contact centre agents handling an increasing number of customer contacts through social media, so that is an area we will further develop in the coming years in order to offer our clients new and appropriate ways to interact with their customers.”

“Developing new technologies and solutions is also a way to tap into new markets. The customer contact needs of a bank and a telecommunications company, for instance, are two entirely different things, requiring a different approach. The creation of customised solutions will enable us to approach new markets with optimised service offerings adapted to the very needs of those specific target groups.”

“As a contact centre we also have a large amount of data and other relevant information at our disposal. I strongly believe that this is an area where we can create added value. Analysing this information will enable us to advise our clients on how they can further improve their customer contact experience and increase their commercial success.”

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Over IPG

IPG is een Europese groep van call centers actief in België, Nederland en Marokko. Zo’n 3000 medewerkers staan 24 uur per dag en 7 dagen op 7 borg voor een professionele behandeling van al uw contacten met klanten.

We kunnen onszelf dus terecht expert in klantinteractiemanagement noemen, en zijn dé partner bij uitstek om de veruit belangrijkste pijler van uw business te gaan beheren en optimaliseren. Wij weten dat uw klanten de motor van uw business zijn, en net daarom is het bewerkstelligen van een optimale klantenervaring de onze.

Uw klantendienst is in tijden van sociale media en onbeperkte toegang tot het internet meer dan ooit de etalage van uw marketing- en sales-afdeling. Uw imago gaat en staat met datgene wat over u en uw producten/diensten gezegd wordt.

IPG beschikt over gekwalificeerd personeel dat flexibel kan worden ingezet om het beeld dat uw huidige en toekomstige klanten van uw merk hebben in de juiste richting te sturen en te bevestigen.

En daar blijft het niet bij. Door overnames, verdere internationalisering & een focus op innovatie gaan we vol vertrouwen de toekomst tegemoet.