By Tim Ferguson
Published: Wednesday 22 August 2007
Email story to a Friend | Report Abuse
Name
Anonymous
Location
Suffolk
Occupation
IT Consultant
Comment
This sounds like a classic "know-nothing" manager bodge (cf Peter Cochrane's recent article). You can't fix customer service simply by buying a new CRM system. Rather you have to painstakingly scrutinise all the underlying end-to-end processes, identify the root causes of the problems, and fix them. To name but one: how is the new CRM system going to fix the classic home mover problem, wherein broadband service can only be moved a week after the PSTN line has moved?
10,000 contact centre staff!
Do they not realis...
Nick Cole
This sounds like a classic "know-nothing" manager ...
Anonymous
After an hour in a queue on Sunday evening, trying...
Steven Courtney-Crowe
A responsive and quick customer service for email ...
Dave Brown
Will we have English speaking agents who have a cl...
Roger Huffadine
What would also help was if the customer service s...
Brian Bolton
BT have no clue what customer service is!
Boy d...
Anonymous
Agenda Setters 2009
Welcome to the ninth annual Agenda Setters poll – silicon.com's list of the top 50 most influential individuals in the technology and IT industries, from techies and CIOs to entrepreneurs and business leaders. Find out more in our latest special report.
Copyright © 2008 CBS Interactive Limited. All rights reserved. Top of page
RSS Feeds
The Round-Up The Weekly Round-Up: 03.12.09 'Ere guv, you'll never guess who I had in the back of my cab the other day…'
Stuart Roberts Shared services - how to get it right in your business Recession boosts uptake