TalkTalk will use the Pega 7 platform to assign a “dedicated case handler” to customers experiencing problems, according to Andrew Storer , head of customer loyalty strategy at the telecomms company. Speaking at the Pegasystems’ the years user conference, she acknowledged TalkTalk ’s customer service reputation was poor, admitting the firm was “not always there with the quality”. Because what we used to do was design for agents. Alex Birtles , lead architect, said Storer were turning to the Pega 7 platform in a bid to better manage customer complaints, rather than trying to persuade customers to “self-serve” to rectify their issues.
TalkTalk will use the Pega 7 platform to assign a “dedicated case handler” to customers experiencing problems, according to Andrew Storer , head of customer loyalty strategy at the telecomms company. Speaking at the Pegasystems’ the years user conference, she acknowledged TalkTalk ’s customer service reputation was poor, admitting the firm was “not always there with the quality”. Alex Birtles , lead architect, said Storer were turning to the Pega 7 platform in a bid to better manage customer complaints, rather than trying to persuade customers to “self-serve” to rectify their issues.