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Radio Engage is a series of online interviews with senior managers in BT Wholesale. Each one addresses some of the key issues and developments that affect our customers.
The programme puts one of the senior team on the spot to answer questions, deliver opinions on the future of the business, and describe how BT Wholesale is responding to your needs.
In the first interview, Mick Wayman, Managing Director of BT Wholesale Customer Se rvice, answers some of the key questions about BT Wholesale customer service and considers the progress that BT Wholesale has made over the last 12 months to improve the service it offers to its communication provider customers.
Mick talks about the issues involved in improving the customer experience and talks about a new ‘mindset’ that looks at all aspects of the end user experience, including those delivered by our customers, rather than focusing only on specific service targets.
As well as this end to end approach, Mick also considers how 21CN offers additional opportunities for step change in the customer experience. And he sets some ambitious ‘right first time’ goals for BT Wholesale.
You can either listen to the interview as a streamed WMA file or download a copy in MP3 format, by clicking one the links on the right.
There is also an article based on the same interview with Mick in the current issue of our quarterly customer e-zine ‘Between The Lines’
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