Tuesday June 2, 2020

BT: Contact centres get personal

A new wave of BT contact centre solutions encourage 'digital conversations' that improve customer satisfaction levels while also saving money.

15th September, 2012
Kim Robertson, senior business consultant at BT Ireland: 'You have to be more dynamic and personal.' Photo: Fennells

Hanging on a line waiting to speak to a service representative is no longer acceptable and the worst type of interaction between a company and its clients, according to Kim Robertson, senior business consultant at BT.

"You have to be more dynamic and personal and there is no point offering a service if there isn't anybody to take the call promptly and deal with the issues," she said.

BT is spearheading innovation in the contact...

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