Learn how British Telecom made it a priority to understand why a customer has contacted them in order to better resolve their query and ensure satisfaction.
British Telecom has prioritised their workforce management and optimised workload management so that customers are assisted by the best skilled resource. They have also modernised the contact centre, replacing their legacy hardware with a SIP-based Genesys solution. The result is reduced costs, increased efficiencies, and a better overall customer experience.
