Customers demand omnichannel communication but they still prefer voice

The usage of email, chat and social media for interacting with companies is an increasing trend but phone-based communication is not declining and, despite the variety of channels available, customers still rely heavily on the telephone. The data comes from a survey to 7,000 consumers in seven countries that aimed to to find out more about the gap between consumer expectations and what shoppers experience in the real world.

According to the survey customers demand that brands offer support through a ...

Telco Innovation Award for Whisbi and Telefonica

The head of Telesales house & Renewals of Telefónica Germany GmbH & Co. OHG, Regina Lange, was awarded the CAt Innovator Award for her project with Whisbi by the CCW Operator Management Circle. The telco Innovation Award, which recognize the most successful call center projects from Germany, Austria and Switzerland, are granted annually at the International Congress Fair CCW in Berlin.

Nine nominees from Germany and Switzerland competed for this year'...