Customer service

Winter storms cost BT CEO £200,000 in bonuses

UK telecoms giant BT revealed in its recently published annual report that CEO Gavin Patterson lost out on a quarter of his annual bonus due to missed customer service targets.

Telefonica invests in customer chat solution

Operator group Telefonica has implemented a chat application to power its customer service and to support its operations in Spain. The group has invested in software provider Moxie Software’s Chat Spaces solution as it looks to engage customers across multiple communication channels.

Telstra improves profits, cites customer service focus

Australian incumbent Telstra has increased its annual revenues by 1.9 per cent to A$25.98bn (US$23.58bn) for the year to end June 2013, while net profit jumped 12.9 per cent to A$3.9bn. CEO David Thodey said the firm’s performance was down to improvements in customer service and focus on growth businesses. The firm added 1.3 million mobile subscribers during the 12-month period.

Polls

With Amazon and Google launching smart home initiatives, have the telcos missed out on their chance to cash in on this market?

  • Yes, Google and Amazon will now dominate this space (65%, 40 Votes)
  • Consumers won't have made up their mind (19%, 12 Votes)
  • No, Google and Amazon will not be able to replace the telcos in the mind of the consumer (16%, 10 Votes)

Total Voters: 62

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