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How BT Is Optimizing Operational Decisions to Support Customer Satisfaction Goals
Media Release October 4th, 2005 - In this Web Seminar BT (British Telecommunications plc) will present their successful implementation story and describe their approach to understanding what drives their customer satisfaction. Using Quadstone's software and professional services, BT matched data from their satisfaction surveys with all of the detail data from their customer service center and their field engineering teams. BT can now measure the impact of operational process changes on customer satisfaction and dissatisfaction, and make operational changes to best improve satisfaction and operational service levels. BT's goal to reduce customer dissatisfaction by 25% year-on-year - has been surpassed with a 38% reduction.
Speakers:
- Mike Ellison, Head of Business Improvement, BT
- Mark Heston, Customer Satisfaction Analyst, BT
- Neil Skilling, PhD, Customer Services Director, Quadstone
