BT Contact

What’s holding you back from giving a truly engaged customer experience? With all the knowledge you have about your customers, you can ensure that you continue the conversation where you ended it with all the intelligence you have.  The consistency of your customer conversations can be key to delivering an enhanced customer experience, regardless of the channel your customer chooses to engage with you on. Whether it’s a call, email, chat or social media, find out how BT’s Contact Centres solutions can ensure that your customers have a single conversation with your business. By knowing the customer’s service preferences across channel, schedule and location and acting accordingly, means you deliver the customer service experience your customers deserve.

Although consumers are cautious about social networks for customer service interactions, Facebook, Twitter, etc could cause unpredicted brand damage. Social Media is growing rapidly as a service channel and business needs to understand how to integrate social data into your customer service business as usual and how you can help facilitate a corporate voice on social conversations about your brand.

Recent BT research“The Autonomous Customer” helps to understand the changing behaviours that do, and will continue to, impact on the way organisations manage their customers. Some key indicators show that :

• Twitter, Facebook are driving social media service
• 55% have interacted with a company using social media 
• Organisations must support wider channel choice for consumers
• 38% use webchat to communicate with organisations – fastest growing channel
• 68 % would like web-chat offered whilst on  the internet
• Video usage at home has increased by 100% in last 3 years
• 55% would be interested if they could have their questions answered by video-chat

To see how social media can enable enhanced customer conversations talk to us on how to integrate social media into your contact centre operations and make it work.

Down load our whitepaper on “The Autonomous Customer”

Through smart technology, your customers have adopted increasingly sophisticated ways to contact you. And they have increased expectations when they do. More than ever, people expect an instant, satisfactory resolution, first time, every time – even when it’s a complex request.

Today, you don’t merely have to be highly efficient and expertly responsive; you have to be seen to be so by your customer. Through advanced analysis, measurement and optimisation of its operational performance and staff, your contact centre can have a real impact on your organisation’s efficiency and external brand.

Optimise every customer interaction

BT Contact Centre solutions allow you to monitor, explore and hone the performance of your contact centre staff, the efficiency of your operations, and the quality of customer interaction. You can gain insight into the root causes of any inefficiencies. You can make cost savings by deploying the right staffing levels to meet changing demands. You can direct more contacts to ‘networked experts’ whose knowledge enhances the customer interaction, opening up opportunities to add value to customer relations and even sell more.

The use of mobiles for all forms of transactions is rapidly gaining popularity and consumers are increasingly open to mobile payments. The majority of online consumers now have a smart device. Attitudes to mobility are positive. Find out how to incorporate the mobile channel into your organisation and make it work. Understand how to ensure that your business is getting the full benefits out of the mobility channel.

The most significant trend altering the customer service management landscape is that organisations are awakening to the needs of the back office. What if you could automatically prioritise all back-office tasks, independent of system, channel or process and ensure tasks are completed according to customer commitments, or due-dates? Connecting customers to the right people, where ever in the organisation they sit.

The delineation between front and back office is breaking down. Measure end-to-end to get maximum efficiencies and ensure work is distributed to employees based on skills and proficiencies. Find out how to maximise efficiencies in the contact centre, increase utilisation and increase customer satisfaction.