• BT turns to Abertay students to rewrite customer service rules for UK businesses

    Back to news 21/04/2017
    BT has opened a new Customer Experience Lab and is working with a business school to develop new concepts that will help it to “reinvent” the traditional contact centre. The operator has pooled together 31 existing employees to staff the Scotland-based lab, which is working with Dundee’s Abertay Business School to trial new ways of working and services for its 1.1 million business customers across the UK. BT said it wanted to “rip up the rule book” when it came to serving enterprises. The students have designed a number of solutions – including a “product bench” with working versions of BT’s products that advisors can use during conversations with customers – that have been incorporated into the lab’s design. Full Story at http://www.eurocomms.com/industry-news/12236-bt-turns-to-students-to-rewrite-customer-service-rules-for-uk-businesses