The customer contact user panel

Companies deploying UC in customer contact centres explain how they have tackled the challenges of improving the customer experience and running a decentralised customer service function:

• Multi-channel interaction
• Improving the quality of customer interaction
• Anytime, anywhere customer service
• Customer service productivity
• Managing a virtual customer care team

Nigel Medforth, Chief Information Officer, CIO UKRB, Group IT, Lloyds TSB

Dr Nicola Millard, Customer Experience Futurologist, BT Global Services

Rif Kiamil, IT Manager, JJ Foods