BT Technology Journal

, Volume 18, Issue 1, pp 51–52

The Future of Customer Contact

  • N Millard
  • T Coe
  • M Gardner
  • A Gower
  • L Hole
  • S Crowle
Article

Abstract

The statistics say it all. 70% of customers choosing to leave a company do so because of bad service and 68% of these are leaving because of indifference from a staff member [1]. This research is looking at the critical interaction between BT and its customers whether face-to-face, over the telephone or through the Internet. In order to be successful in the future BT must not only provide world-class customer service, but it must be able to build meaningful relationships with its customers using both the medium and the message available. This isn't easy!

References

  1. 1.
    Coopers and Lybrand: ‘Best practice review: customer experience project’ (March 1993).Google Scholar
  2. 2.
    ‘Call Centres: The New Sweatshops’ London School of Economics.Google Scholar
  3. 3.
    Millard N, Hole L and Crowle S: ‘From command to control: interface design for customer handling systems’ Proc of INTERACT 98, Chapman & Hall (1998).Google Scholar

Copyright information

© Kluwer Academic Publishers 2000

Authors and Affiliations

  • N Millard
  • T Coe
  • M Gardner
  • A Gower
  • L Hole
  • S Crowle

There are no affiliations available

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