Everything Everywhere is investing £50 million to transform customer service for its 27 million T-Mobile and Orange UK users. It’s going to redesign its service operations around handset operating systems and the devices that use them. Overall, £50 million will be invested in contact centres, high-street stores and customer-facing staff this year.
The company says this new approach is designed to meet customers’ changing needs, enabling Orange and T-Mobile staff to offer advice about devices, technology and account information without having to transfer customers between departments.
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Ofcom has published the fourth edition of its quarterly UK telecoms complaints data. The report covers the final three months of 2011.
As with previous periods, overall mobile complaint levels were much lower than for fixed-line telephones and fixed broadband services. For the Q4 2011 period, Ofcom received the fewest complaints about O2 and the most complaints about Orange.
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James Rosewell and Mark Bridge report for The Fonecast from Mobile World Congress in Barcelona.
As day 2 begins, there’s a review of Monday’s news headlines, a conversation about user experience with Jerome Nadel of Option and a look at water protection for mobile phones from P2i.
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This week's podcast starts with news of 17,000 job losses at Nokia Siemens Networks. But we also have some upbeat stories, including a new mobile payment processing service for the UK, new net neutrality guidelines from Ofcom and a couple of luxury smartphones.
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Mark Bridge writes:
The really big news last week wasn’t good: 17,000 jobs worldwide are being lost at Nokia Siemens Networks (which, incidentally, is a separate company from both Nokia and Siemens). That’s not far short of a quarter of the total workforce. The company is going to focus on mobile network infrastructure and services, with a particular emphasis on mobile broadband, and is likely to sell off other parts of the business.
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