Crave can exclusively reveal the malaise at the heart of O2 customer support. The mobile network's problems, we have discovered, stem from a peculiar recruitment policy -- namely offering employment ...

Virgin Media O2 has launched a certified customer service training programme with the Institute of Customer Service as part of efforts to improve support for customers. The bespoke programme is ...

Mobile operator O2 is outsourcing the management of its customer services centres to Capita in a 10-year deal, expected to be worth about £1.2bn, but the union representing callcentre staff have ...

As part of its ongoing customer service transformation, Virgin Media O2 has created and launched its own AI tool, Lumi AI, that helps agents by analysing conversations in real-time and providing ...