bt experience with ip architected contact centres milano 15 giugno karine palacios directora de desarrollo mercado europeo centros contacto global services our first was ourselves 21 million customers 20 000 agents 16 field engineers 12 transactions per day 2 500 sales people 3 registered users 1 month a multi channel approach to crm web & email call centre mobile partners customer information back office b2b gateway how far have we come from the most hated public company in uk 1982 independent research of 14 consumers are they satisfied 90 residential overall 89 installation 80 happy repair service 91 operator 4 key drivers remote relationship management strategy organisation process human resources technology integrate channels phone calls mailing and particularly e mails workflow ease handling options available 150 countries workflo at right moment making sure that conversations interactions coherent knowledge
