DEC18

Get the crumble-down on Christmas with Santa’s mince pie chart

As soon as those Christmas adverts hit TV screens, Santa is busier than ever, and everything goes into overdrive at Christmas Inc. Elves and reindeer dash around The Grotto, working to make sure every wish-list is read and every present is wrapped ready for Santa to deliver on Christmas Eve.
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Nicola Millard

How to deal with festive parcel paranoia

By Nicola Millard, Head of Customer Insight & Futures, BT Global Innovation team

Have you ever clicked “Buy” when you’re shopping online only to get a message saying: “Your parcel will be delivered between 16th and 31st December between 9am and 6pm”, or words to that effect?

It might be the season of goodwill but it’s also the season of “parcel paranoia”. You think you’ve done your Christmas shopping but the actual goods are somewhere in the ether (or in a van) between you and the retailer. That’s when you start getting sweaty palms because you’ve got an immovable deadline: 25th December. [Read more…]

Mark_Jopling

Making relationships count in the financial services industry

By Mark Jopling, Vice President Retail Banking & Financial Services, BT

Recent research suggests that connecting with customers and creating trusting relationships is better than ever for financial services providers. A new survey by BT and Avaya* has found that new communication channels are creating opportunities for outstanding service and fruitful interactions.

The number of channels used by people to connect their financial service providers — such as face-to-face, telephone, mobile app and website — in the previous year increased from 4.3 to 6.2 between 2012 and 2014, the study of 2,000 consumers found. It also showed that some financial services providers are already taking advantage of these opportunities, with online personal financial management tools now being used by 34 per cent of people. [Read more…]

black-friday-contact-centre-retail

Bright clouds on Black Friday

By Andrew Small, Vice President, BT One, Contact, CPE and Mobile at BT Global Services.

Once again, Black Friday exceeded expectations. With chaotic scenes at retail stores and online channels struggling to handle the dramatic increase in traffic, this year’s pre-Christmas discounts were a hit with consumers and retailers alike. Our inbound global platform handled 13 million calls on one of the busiest shopping days of the year, so it’s no surprise that contact centres are under more pressure than ever to deliver an exceptional, multichannel customer experience at all times.

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Guest blogger, Dr Nicola Millard

The contact centre of the future

Contact centres may have poor reputations but they should be seen as a strategic resource, says Nicola Millard, BT’s in-house futurist.

In this interview, Nicola talks us through a recent BT survey among contact centre managers and highlights some surprising insights. It’s high time to take a closer look at your contact centre.

You say that contact centres are potentially a strategic resource for companies. That may surprise some given the less-than-stellar reputation that contact centres have. They are often described as the sweatshops of the 21st century and are generally disliked by customers and employees alike. Can you explain – how is their role evolving? And where is the strategic value to be found? [Read more…]