One of Europe’s biggest housing authorities uses BT technology to combat the cold winds of austerity
One of Europe’s biggest housing authorities uses BT technology to combat the cold winds of austerity
2 PagesCase study Dealing daily with vulnerable people with real problems means calls must be dealt with sensitively and efficiently. Imposed spending cuts make that task more difficult, but they also open the door to innovation. Sean Nolan and Ian McCrickard were on the team that revolutionised the way NIHE deals with its customers. Concentrating customer service advisors into fewer specialist centres, and using the BT Inbound Contact platform h
