Washington, D.C.: ContactEngine, the customer communication technology leader, hosted Paul Hutchinson, Head of Virgin Media’s Field Operations, on a tour of the USA’s biggest telecommunication and cable companies.
The aim of the trip, organized by the UK Department of Trade, was to capture and compare best practice in telco and cable field-operations in the US and UK.
Hutchinson’s agenda included visits to industry giants, including Century Link, Dish and Altice USA. Key topics addressed comprised different approaches to delivering outstanding quality customer experiences and communications; the importance of the employee experience to stellar customer service; and the viability of various industry measures such as Net Promoter Scores (NPS) and staffing ratios.
Hutchinson has worked closely with ContactEngine on ensuring the delivery of smooth customer communications and bespoke customer experience across Virgin Media. He introduced the US executives to ContactEngine’s services and solutions and shared his experience on working with the company in delivering exceptional customer journeys to millions of Virgin Media’s clients.
Giles Bryan, Chief Commercial Officer of ContactEngine, commented, “Virgin Media has been our client for many years now. This collaborated visit to the US illustrates the value of our work and services to Virgin Media. We’re are in talks with most of the companies Paul visited during his trip and look forward to helping US telco and cable companies improve and elevate their customer journeys.”
Working in the UK’s cable industry since the 1990’s, within his position at Virgin Media, Hutchinson has managed thousands of technicians and overseen installation and repair services for approximately seven million Virgin Media customers.
ContactEngine is a customer-conversation management platform. Pro-active and omni-channel, ContactEngine leverages natural-language processing and machine-learning so that global brands can transform their customer journeys. ContactEngine disrupts traditional call-centres, being a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call-centre predecessors. This means that as well as being lower cost, ContactEngine can drive corporate KPIs harder and faster, as well as improving the customer experience.