BT Research Finds Webchat Increasingly Effective Contact Center Communication Channel
Andrew Small, VP BT Contact, BT Global Services, said: "This is the first of three pieces of research that we'll be publishing over the next month on consumer and operational trends driving innovation in contact centers. In this research, we can see how webchat is receiving positive feedback from customers who are increasingly embracing a multichannel world. Webchat is able to raise levels of employee engagement and change working practices, while being relatively cost effective compared with other channels. We've recognized these benefits for some time and that's why all our BT Contact solutions are multichannel enabled, allowing for the development of webchat and other channels, whilst reducing complexity and cost."
About the research
The research's source material was provided by employees at six contact centers in the UK and
India, three of which are operated by BT serving enterprise customers and three run by other large corporations. The research team conducted semi-structured interviews, work shadowing and ethnographic observations.
About BTBT is one of the world's leading providers of communications services and solutions, serving customers in more than 170 countries. Its principal activities include the provision of networked IT services globally; local, national and international telecommunications services to its customers for use at home, at work and on the move; broadband and internet products and services and converged fixed/mobile products and services. BT consists principally of four lines of business: BT Global Services, BT Retail, BT Wholesale and Openreach.
In the year ended 31 March 2012, BT Group's revenue was £18,897m with profit before taxation of £2,445m.British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York. For more information, visit www.btplc.com SOURCE BT
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