SlideShare a Scribd company logo

Ddm presentatie ito 3 nov 2011

•Download as PPTX, PDF•
•
H
hans_kardol

Presentatie van de sponsor van de ITO bijeenkomst op 3 november 2011

Business
1 of 20
DDM Consulting NL Lange Dreef 11c 4143 NJ Vianen Nederland DDM Consulting BE Campus Blairon 488 2300 Turnhout België Shanghai 上海市
Integreren Customer Prioriteren Web Care Service Actief deelnemen Klant
Ddm presentatie ito 3 nov 2011
Ddm presentatie ito 3 nov 2011
Ddm presentatie ito 3 nov 2011
Ddm presentatie ito 3 nov 2011
Ddm presentatie ito 3 nov 2011
Ddm presentatie ito 3 nov 2011
Ddm presentatie ito 3 nov 2011

Recommended

Dta klantpresentatie najaar 2012 v1 jaap
Dta klantpresentatie najaar 2012 v1 jaapDta klantpresentatie najaar 2012 v1 jaap
Dta klantpresentatie najaar 2012 v1 jaapjaapdev
 
Balieplus voordelen voor advocaten
Balieplus voordelen voor advocatenBalieplus voordelen voor advocaten
Balieplus voordelen voor advocatenPaul Paasschens
 
Inverde Inteamdag - Posters 08/2014
Inverde Inteamdag - Posters 08/2014Inverde Inteamdag - Posters 08/2014
Inverde Inteamdag - Posters 08/2014Inverde - Forum voor groenexpertise
 
Presentatie service toekomst menselijke maat kardol
Presentatie service toekomst menselijke maat kardolPresentatie service toekomst menselijke maat kardol
Presentatie service toekomst menselijke maat kardolhans_kardol
 
NCCC Hans Kardol: Why, How, What applied to Customer Service
NCCC Hans Kardol: Why, How, What applied to Customer ServiceNCCC Hans Kardol: Why, How, What applied to Customer Service
NCCC Hans Kardol: Why, How, What applied to Customer Servicehans_kardol
 
20111110 heliview hans kardol
20111110 heliview hans kardol20111110 heliview hans kardol
20111110 heliview hans kardolhans_kardol
 
Hans kardol 2009
Hans kardol 2009Hans kardol 2009
Hans kardol 2009hans_kardol
 
20111103 ito 8 wrap up hans kardol
20111103 ito 8 wrap up hans kardol20111103 ito 8 wrap up hans kardol
20111103 ito 8 wrap up hans kardolhans_kardol
 

Recommended

Dta klantpresentatie najaar 2012 v1 jaap
Dta klantpresentatie najaar 2012 v1 jaapDta klantpresentatie najaar 2012 v1 jaap
Dta klantpresentatie najaar 2012 v1 jaapjaapdev
 
Balieplus voordelen voor advocaten
Balieplus voordelen voor advocatenBalieplus voordelen voor advocaten
Balieplus voordelen voor advocatenPaul Paasschens
 
Inverde Inteamdag - Posters 08/2014
Inverde Inteamdag - Posters 08/2014Inverde Inteamdag - Posters 08/2014
Inverde Inteamdag - Posters 08/2014Inverde - Forum voor groenexpertise
 
Presentatie service toekomst menselijke maat kardol
Presentatie service toekomst menselijke maat kardolPresentatie service toekomst menselijke maat kardol
Presentatie service toekomst menselijke maat kardolhans_kardol
 
NCCC Hans Kardol: Why, How, What applied to Customer Service
NCCC Hans Kardol: Why, How, What applied to Customer ServiceNCCC Hans Kardol: Why, How, What applied to Customer Service
NCCC Hans Kardol: Why, How, What applied to Customer Servicehans_kardol
 
20111110 heliview hans kardol
20111110 heliview hans kardol20111110 heliview hans kardol
20111110 heliview hans kardolhans_kardol
 
Hans kardol 2009
Hans kardol 2009Hans kardol 2009
Hans kardol 2009hans_kardol
 
20111103 ito 8 wrap up hans kardol
20111103 ito 8 wrap up hans kardol20111103 ito 8 wrap up hans kardol
20111103 ito 8 wrap up hans kardolhans_kardol
 
2024 State of Marketing Report – by Hubspot
2024 State of Marketing Report – by Hubspot2024 State of Marketing Report – by Hubspot
2024 State of Marketing Report – by HubspotMarius Sescu
 
Everything You Need To Know About ChatGPT
Everything You Need To Know About ChatGPTEverything You Need To Know About ChatGPT
Everything You Need To Know About ChatGPTExpeed Software
 
Product Design Trends in 2024 | Teenage Engineerings
Product Design Trends in 2024 | Teenage EngineeringsProduct Design Trends in 2024 | Teenage Engineerings
Product Design Trends in 2024 | Teenage EngineeringsPixeldarts
 
How Race, Age and Gender Shape Attitudes Towards Mental Health
How Race, Age and Gender Shape Attitudes Towards Mental HealthHow Race, Age and Gender Shape Attitudes Towards Mental Health
How Race, Age and Gender Shape Attitudes Towards Mental HealthThinkNow
 
AI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdfAI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdfmarketingartwork
 
Skeleton Culture Code
Skeleton Culture CodeSkeleton Culture Code
Skeleton Culture CodeSkeleton Technologies
 
PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024Neil Kimberley
 
Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)contently
 
How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024Albert Qian
 
Social Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie InsightsSocial Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie InsightsKurio // The Social Media Age(ncy)
 
Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024Search Engine Journal
 
5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summarySpeakerHub
 
ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd Clark Boyd
 
Getting into the tech field. what next
Getting into the tech field. what next Getting into the tech field. what next
Getting into the tech field. what next Tessa Mero
 
Google's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search IntentGoogle's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search IntentLily Ray
 
How to have difficult conversations
How to have difficult conversations How to have difficult conversations
How to have difficult conversations Rajiv Jayarajah, MAppComm, ACC
 
Introduction to Data Science
Introduction to Data ScienceIntroduction to Data Science
Introduction to Data ScienceChristy Abraham Joy
 
Time Management & Productivity - Best Practices
Time Management & Productivity - Best PracticesTime Management & Productivity - Best Practices
Time Management & Productivity - Best PracticesVit Horky
 
The six step guide to practical project management
The six step guide to practical project managementThe six step guide to practical project management
The six step guide to practical project managementMindGenius
 
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...RachelPearson36
 

More Related Content

Featured

2024 State of Marketing Report – by Hubspot
2024 State of Marketing Report – by Hubspot2024 State of Marketing Report – by Hubspot
2024 State of Marketing Report – by HubspotMarius Sescu
 
Everything You Need To Know About ChatGPT
Everything You Need To Know About ChatGPTEverything You Need To Know About ChatGPT
Everything You Need To Know About ChatGPTExpeed Software
 
Product Design Trends in 2024 | Teenage Engineerings
Product Design Trends in 2024 | Teenage EngineeringsProduct Design Trends in 2024 | Teenage Engineerings
Product Design Trends in 2024 | Teenage EngineeringsPixeldarts
 
How Race, Age and Gender Shape Attitudes Towards Mental Health
How Race, Age and Gender Shape Attitudes Towards Mental HealthHow Race, Age and Gender Shape Attitudes Towards Mental Health
How Race, Age and Gender Shape Attitudes Towards Mental HealthThinkNow
 
AI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdfAI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdfmarketingartwork
 
PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024Neil Kimberley
 
Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)contently
 
How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024Albert Qian
 
Social Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie InsightsSocial Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie InsightsKurio // The Social Media Age(ncy)
 
Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024Search Engine Journal
 
5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summarySpeakerHub
 
ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd Clark Boyd
 
Getting into the tech field. what next
Getting into the tech field. what next Getting into the tech field. what next
Getting into the tech field. what next Tessa Mero
 
Google's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search IntentGoogle's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search IntentLily Ray
 
Time Management & Productivity - Best Practices
Time Management & Productivity - Best PracticesTime Management & Productivity - Best Practices
Time Management & Productivity - Best PracticesVit Horky
 
The six step guide to practical project management
The six step guide to practical project managementThe six step guide to practical project management
The six step guide to practical project managementMindGenius
 
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...RachelPearson36
 

Featured (20)

2024 State of Marketing Report – by Hubspot
2024 State of Marketing Report – by Hubspot2024 State of Marketing Report – by Hubspot
2024 State of Marketing Report – by Hubspot
 
Everything You Need To Know About ChatGPT
Everything You Need To Know About ChatGPTEverything You Need To Know About ChatGPT
Everything You Need To Know About ChatGPT
 
Product Design Trends in 2024 | Teenage Engineerings
Product Design Trends in 2024 | Teenage EngineeringsProduct Design Trends in 2024 | Teenage Engineerings
Product Design Trends in 2024 | Teenage Engineerings
 
How Race, Age and Gender Shape Attitudes Towards Mental Health
How Race, Age and Gender Shape Attitudes Towards Mental HealthHow Race, Age and Gender Shape Attitudes Towards Mental Health
How Race, Age and Gender Shape Attitudes Towards Mental Health
 
AI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdfAI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdf
 
Skeleton Culture Code
Skeleton Culture CodeSkeleton Culture Code
Skeleton Culture Code
 
PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024
 
Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)
 
How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024
 
Social Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie InsightsSocial Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie Insights
 
Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024
 
5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary
 
ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd
 
Getting into the tech field. what next
Getting into the tech field. what next Getting into the tech field. what next
Getting into the tech field. what next
 
Google's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search IntentGoogle's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search Intent
 
How to have difficult conversations
How to have difficult conversations How to have difficult conversations
How to have difficult conversations
 
Introduction to Data Science
Introduction to Data ScienceIntroduction to Data Science
Introduction to Data Science
 
Time Management & Productivity - Best Practices
Time Management & Productivity - Best PracticesTime Management & Productivity - Best Practices
Time Management & Productivity - Best Practices
 
The six step guide to practical project management
The six step guide to practical project managementThe six step guide to practical project management
The six step guide to practical project management
 
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
 

Ddm presentatie ito 3 nov 2011

  • 1.
  • 2.
  • 3. DDM Consulting NL Lange Dreef 11c 4143 NJ Vianen Nederland DDM Consulting BE Campus Blairon 488 2300 Turnhout België Shanghai 上海市
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.
  • 13. Integreren Customer Prioriteren Web Care Service Actief deelnemen Klant

Editor's Notes

  1. Even voorstellen: Rijk van Ooijen, verantwoordelijk voor DDM Nederland.
  2. DDM Consulting is actief op het gebied van het leveren, implementeren en beheren van intelligent contact centers.
  3. DDM heeft vestingen in Belgie en Nederland. Tevens hebben we collega’s in Shanghai.
  4. Klanten van DDM Consulting zijn te vinden in Nederland, Belgie, Frankrijk en Duitsland.
  5. Onze strategische partner is Genesys, marktleider op het gebied van klantcontact.
  6. Vandaag gaat het over kwaliteit en het verhogen van kwaliteit in het contact center.
  7. We hebben het dan niet over klantcontact maar over “ customer care”.
  8. Hoe verzorg je, hoe bedien je je klanten?
  9. De klant communiceert via telefonie, mail, chat, internet en social media.
  10. Maar... de meeste contactcenters (57%) zijn niet geschikt voor het afhandelen van multichannel klantcontact.
  11. Meer dan 90% doet niets met social media naar en van het contactcenter, niet defensief maar ook niet offensief.
  12. Wat is defensief?  klachtenmanagement, sentiment bepalen.Wat is offensief?  social media als marketing tool.
  13. Advies DDM Consulting: richt zo snel mogelijk een multichannel contactcenter in en integreer web-care naar het contactcenter!
  14. Op deze manier ontstaat een eenduidige kwalitatieve contact met uw klant
  15. Wie kent Youp (niet)?
  16. Youp ontdekte bij een grote telecom-operator dat het niet zo goed gesteld was met de interne communicatie.
  17. Wat was nu eigenlijk het probleem? De afhankelijkheid van het contactcenter van het back-office/andere collega’s en dus niet kunnen waarmaken wat men heeft beloofd!
  18. Waarom integreren men frontoffice en backoffice niet met elkaar?Waarom krijgt de contactcenter agent niet meer rechten binnen de organisatie en dus ook binnen applicaties om zaken op te lossen?
  19. Kortom: organisatorische en technische aanpassingen dragen bij tot een hogere kwaliteit. DDM Consulting helpt U daar graag bij.
  20. DDM Consulting is “the key to success” voor uw contactcenter!