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News : BT Investing in Bangor Centre as Part of its Better Workplace Programme

#contactcenterworld, @BT

Bangor, UK, Aug 6, 2020 -- BT has announced plans to invest in its Bangor customer service centre.

The building – located in the centre of the city and opened in 1957 – will undergo a full refurbishment to modernise it and create an improved workspace for the 150 or so staff based currently at the location.

Bangor is the latest key location to be unveiled across the UK as part of the company’s Better Workplace Programme.

The five-year programme will seek to improve and consolidate BT’s footprint of more than 300 locations to around 30, including corporate offices, contact centres and specialist sites.

Work on the Bangor refurbishment is due to start at the end of the year, for completion in early 2021.

Bangor has been chosen as a key service centre location for BT as part of this programme. The centre provides a number of bespoke services on behalf of BT such as Welsh language customer service and directory enquiries, payphone customer services and handling BT Group head office switchboard.

Staff in the Welsh language customer services team in Bangor recently marked 25 years since BT established its Welsh language policy.

Gwynedd Council leader Councillor Dyfrig Siencyn said: "It’s great news that Bangor has been chosen as a key operational location for BT. We’re pleased that a large company such as BT is investing in Bangor and modernising its office space in the centre of the city.

"This is good for skilled jobs, for the city and the wider region. Hopefully this will also be a boost to the Welsh language services provided from the centre."

Nick Speed, BT Group’s director in Wales, described it as an exciting development for colleagues based at the site and for Bangor.

He said: "During uncertain times for jobs and the economy, this is a real sign of BT’s continued commitment to Bangor and to Wales generally. It’s an important site for BT and a vote of confidence in the fantastic teams we have working here on a range of specialist services.

"These are skilled jobs that attract people from Bangor, Ynys Môn and across the north of Wales. We’re creating a more modern and flexible workplace, fit for the 21st century, that we hope will inspire colleagues and give them the tools and environment to be able to succeed. This is also good news for the city of Bangor and the wider region."

#contactcenterworld, @BT

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.business-live.co.uk


About BT:
Company LogoBT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all UK customers, network services and solutions for communication companies, worldwide business solutions, internet services, and advanced research and technology.
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Today's Tip of the Day - Plan Training In Advance

Read today's tip or listen to it on podcast.

Published: Friday, August 7, 2020

Printer Friendly Version Printer friendly version

2023 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

4.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

7.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

8.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

9.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

10.) 
Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 

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