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BT – Contact Centres

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  • Chat, tap, talk: how messaging is transforming the digital customer experience.
    Chat, tap, talk: how messaging is transforming the digital customer experience.
    Nicola Millard, Head of Customer Insight and Futures, BT Recorded: Feb 14 2018 40 mins
    Our latest research reveals a major shift in how consumers want to communicate. Whether it’s contact by phone, email, internet self-service, web chat, social media, chatbot or video, our study shows how ‘type’ based messaging channels sit alongside the traditional ‘talk’ channels of phone and face-to-face, rather than replace them.

    Join Nicola Millard, BT Head of Customer Insight and Futures, as she explores the research and what you need to be doing to ensure you’re designing and delivering the omni-channel experience your customers expect.
  • Innovation 2017 – Highlights from BT Contact Centres
    Innovation 2017 – Highlights from BT Contact Centres
    BT Recorded: Jan 25 2018 3 mins
    We hosted a technology exhibition on 12 and 13 June to show how innovation is set to transform businesses now and in the future. Here’s what happened.

    Find out more about Innovation in BT:

    https://www.globalservices.bt.com/uk/en/whybt/innovation-bt
  • Customers are Omni-Channel - Even if They Don’t Realise It
    Customers are Omni-Channel - Even if They Don’t Realise It
    Dr. Nicola Millard, Head of Customer Insights and Futures, BT Recorded: Jan 25 2018 3 mins
    Even though most customers aren’t familiar with the word ‘omni-channel’, they are well-versed in what it means — moving seamlessly between digital and physical channels. And, according to Dr. Nicola Millard’s latest research, that’s exactly the kind of customer experience they’re looking for.

    Find out more: https://www.globalservices.bt.com/uk/en/point-of-view/omnichannel-swap-shop
  • Why the Retail Sector Needs to Tailor the Customer Experience
    Why the Retail Sector Needs to Tailor the Customer Experience
    Dr Nicola Millard, Head of Customer Insights and Futures, BT Recorded: Jan 24 2018 4 mins
    To stay ahead of the competition, retailers need to improve the customer experience. In this video, Dr. Nicola Millard reveals why personalisation is key.

    Find out more: https://www.globalservices.bt.com/uk/en/point-of-view/omnichannel-swap-shop
  • Etihad Airways Guests Welcomed Everywhere with BT Cisco Virtual Contact Centre
    Etihad Airways Guests Welcomed Everywhere with BT Cisco Virtual Contact Centre
    BT Recorded: Jan 24 2018 4 mins
    Watch how virtualization of Etihad Airways global contact centres is helping set highest quality customer service standards, deliver quantified business results and drive the airline’s future success.

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