Recent customer communications
Further to our previous communication introducing our process of logging new incidents by authorised users only during normal business hours, your details are recorded as somebody who is authorised to log new incidents with the Customer Service & Support (CS&S) 1st Line Service Desk. We request that when logging Incidents with our Service Desk that you use Contact Central Logging form...
As you will be aware, the Summer Bank Holiday is on Monday 28th August 2006. For those customers who are able to alter IVR settings themselves, we recommend that any alterations are tested thoroughly before the bank holiday weekend...
Please find attached the latest version of the BT Contact Central Housekeeping Guide for Contact Central v4.5...
As part of our on-going enhancements to customer service, we will be introducing ITIL compliant Problem Management as part of our day-to-day service from Monday 3rd July 06...
Please find attached the latest version of the BT Contact Central Housekeeping Guide for Contact Central v3.5....
As you will be aware, the Spring Bank Holiday is on Monday 29th May 2006. For those customers who are able to alter IVR settings themselves, we recommend that any alterations are tested thoroughly before the bank holiday weekend...
As part of our continuous improvements to service, Contact Central have recently introduced a customer escalation process...
As you will be aware, the Early May Bank Holiday is on Monday 1st May 2006. For those customers who are able to alter IVR settings themselves, we recommend that any alterations are tested thoroughly before the bank holiday weekend...
This email is to notify Siebel application users of a Microsoft update that significantly changes the way Internet Explorer interacts with certain ActiveX controls...
Please note that we now request that you notify us of any planned power outages affecting your Contact Central platform a minimum of 3 days before the outage...
As you will be aware, the Easter bank holidays are on 14th and 17th April. If your opening hours are different over this period and you require changes to your IVR settings please use the attached Change Request form...
This document reflects the recent enhancements in support, including our comprehensive ITIL compliant Incident Management process, the new monthly SLA performance reports, on-line e-Services incident update access, and the optional Preventative Maintenance Service...
Please find attached the latest version of the BT Contact Central Housekeeping Guide. This is a guideline document for customers in managing their own system platform...
As part of our on-going improvements to service, you will soon be able to receive a monthly report on incident logging and SLA (Service Level Agreement) performance...
Contact Central is now offering a Preventative Maintenance Service containing a core package of daily and weekly housekeeping tasks necessary to insure the efficient performance of the platform...
Following the go-live of our new 1st / 2nd Line Service Desk, the support mailbox will be monitored by Service Desk agents. Therefore this mailbox is to be used for the following purposes only:...
We are pleased to announce that, from 6th December 2005, BT Front Office Custom Assurance will be providing the 1st and 2nd Line Service Desk for BT Contact Central...
As part of the ongoing improvements to our service, we will soon be offering you the ability to check the progress of your incidents via a web-based application...
As part of the improvements to the incident logging process, please find the attached Incident Logging template. We anticipate that the use of this template will enable you to supply us with the information required to resolve future incidents more effectively...
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