Research group at imec & Vrije Universiteit Brussel


Towards a more inclusive customer support

Project Description

The ClickCallConnect project is a research project for the FOD Economy. The main objective is to investigate how customer processes and contact with (staff of) service providers can be improved based on existing practices/current initiatives, to the benefit of both companies and users. This research serves as a basis to establish one or more models, depending on the size of the company and the sector. The models should subsequently be able to be implemented at service providers/companies in Belgium. Within these models, recommendations to promote the digital inclusion of service providers in Belgium.

The role of SMIT

SMIT is responsible for assessing current customer service models and developing new strategies & recommendations to ensure that these are more (digital) inclusive. This will be done through a literature study, case-study analysis & expert interviews.