Jeremy Ridgway

UK branches have reached their technology tipping point

By Jeremy Ridgway, Director of Keyfact

2014 will go down as the year when key players on the financial high street finalised their “branch of the future” models. The previous decade saw all manner of branch pilots, from broadcasting Bluetooth messages inviting people into a branch (HSBC) to using retina-recognition technology to recognise and greet customers by name (Nationwide). Barclays, Lloyds TSB and others used Brickstream “computers with eyes” to capture and assess the movement and behaviour of branch visitors, and a lot of money was spent tweaking branch designs, choreography and merchandising. [Read more...]

Health

BT Cloud Contact: changing healthcare for good

When it comes to healthcare, organisation and speed are crucial because patient wellbeing is at stake. There’s no time for inefficiencies; this sector needs to work in a productive and streamlined way to give patients the best care. Collaborative technology is one route forwards because it makes location and distance irrelevant.

Kent Community Health NHS Trust used cloud power to deal with their dispersed estate: a scattering of offices across the county, all with different ways of working. This created mountains of telephone numbers and made coordination between teams extremely difficult. Moving people and assets around was not an option, so they needed an alternative solution. [Read more...]

future of networks

The future of networks: harmonising the next service model

A new app marketplace model for services is starting to take off. As CIO, you’re looking for a service provider who talks less about stats and specs and more about what your customer wants, says our senior marketing manager, Jonathan Sumner.

Rather than all your service providers working separately, they’ll band together under one broker. You’ll have one contact for all your services. And they’ll make sure all your service providers work in harmony. [Read more...]

Simon Ormston

Digital re-imagining for utilities – is it turned on or off?

By Simon Ormston, Head of Utilities, BT Global Services

Many high street brands have made real progress in adopting multi-channel retailing in recent years, and this has had the effect of raising the expectations of customers, who require and demand an easy and fast digital experience and they really do want it now. When it comes to utilities, they expect the option to log-on and track their consumption and bill in real-time, with access to round-the-clock support via phone and a multitude of other channels.

[Read more...]

customer relationships

Bring your own underpants

The Future of Customer Relationships: Super Agents Apply Here

Nicola herself a regular contributor on this blog, picked up a great award this month from the London and South East Contact Centre Forum, for an outstanding contribution to industry.

She picked up the award in front of leading proponents of the contact centre industry at their annual awards ceremony in London.

We reckon it’s a well-deserved award given Nicola’s close connection to the contact centre industry. [Read more...]