Chet Patel, Head of Propositions and Portfolio

How tomorrow’s tech will transform airline contact centres.

By Chet Patel, President, Global Portfolio and Marketing, BT.

Providing a great customer experience is vital for airlines trying to attract passengers. Here’s how the technology of tomorrow will help them do just that.

[Read more…]

Why Black Friday is still happening for contact centres.

By Katie DenisonHead of Unified Communications and CRM Marketing, BT.

Service peaks like Black Friday and Cyber Monday hold valuable lessons for contact centres. Here’s why every day should be a Black Friday…

[Read more…]

How to call Black Friday a win for your contact centre.

By Kate Denison, Head of Unified Communications and CRM Marketing, BT .

The answer to some of the Black Friday frenzy lies in putting the right cloud-based tools in place for your contact centre. Here’s how to get ahead. [Read more…]

Get your contact centre ready to avoid Black Friday chaos.

By Dr Nicola Millard, Head of Customer Insight & Futures, BT

Black Friday is coming. Do you know what channel your UK retail customers will use this year? Get your contact centre ready for any eventuality. [Read more…]

Avoiding omnishambles: the digital customer challenge.

By Dr Nicola Millard, Head of Customer Insights and Futures, BT Global Services Innovation Team.

Dr Nicola Millard has some important advice for organisations that don’t want their omnichannel strategy to become an omnishambles… [Read more…]