I've heard this, or a slight variation, several times over the years. Can anyone shed a little light on what this actually means? Is this a revenue producing effort, or just more busy work? Anyone ever hear a customer say they love AT&T for their customer facing applications? I haven't, and I can't say I've ever seen any promotional advertising.
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Customer facing apps allow AT&T customers to do self-servicing. Like create repair tickets, place orders, look at bills, escalate, etc. There are developers who work on these customer facing apps. AT&T saves money by having customers do work that can also be done by AT&T staff. And it gives customers insight into what is going on with their repair, their order and their bill without having to speak to someone. It is simpler to use an app than to speak to someone. And customers want simple/fast responses from AT&T staff via updates seen vs updates heard.
Does T employees actually work on att.com , I thought it was outsourced to some marketing firm. T loves using 3rd party vendors, then complaint about how they need to trim staff to cut costs
Wouldn’t att.com be a customer facing application?
Not when all the apps su-k…
CFADs = “Top Performers”
A simple test. Are those roles facing surplus actions? If not, they are non-revenue generating excess baggage. Only revenue supporting roles are subject to surplus.