Fonolo

JULY 24, 2019

The company took a major hit from its customers trying to solve one problem by creating another one. Not only did customers rebel, but so to did the Canadian Radio-Television and Telecommunications (CRTC) authority, a governing body that keeps an eagle eye out for these kinds of scenarios.

Telecommunications 57

Telecommunications Wireless Call Center Self service 57

HGS

OCTOBER 30, 2014

The main question is, how do companies ensure their service representatives have the level of knowledge necessary to resolve questions quickly, especially in businesses like technology and telecommunications where products and services are often complex?

Telecommunications 130

Telecommunications Airlines Self service CRM 130

CustomerGauge

JUNE 6, 2017

As businesses in the telecommunications industry continue to battle for customer loyalty, one company sets itself on the right track to become the most customer centric data center provider.

Telecommunications 78

Telecommunications Customer centricity Customer Experience Management 78

Totango

AUGUST 5, 2020

Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. .

Enterprise 110

Enterprise Customer centricity Telecommunications Technology 110

NobelBiz

NOVEMBER 9, 2021

Being customer centric entails directing the whole organization's attention on the client. But, in an age where all communication channels are interconnected, isn't it natural to be customer-oriented to better meet their expectations? The post Customer Centricity: How to Build a Strategy Around Your Clients?

Customer centricity 52

Customer centricity contact center solutions Contact center software Telecommunications 52

Lumoa

JULY 21, 2022

There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand. Customer Loyalty and Retention.

Customer Experience 88

Customer Experience Telecommunications Metrics Feedback 88

Spearline

MARCH 18, 2021

To maintain satisfaction and success, a business must ensure that their operations are oriented around the customer and their needs. They must move away from a company-centric model of measuring results and examining internal benchmarks and adopt a customer-centric model where outside-in behavior is placed at the core.

Customer Experience 98

Customer Experience Telecommunications Customer centricity Benchmark 98

Spearline

APRIL 29, 2021

JJ notes that “we’re a customer-centric company who really values our customers and strives to provide a level of support that meets their individual needs.” ” Customer satisfaction is always the number one priority of a CE Manager, and it’s something JJ excels at.

Management 95

Management Telecommunications Customer centricity Analytics 95

ijgolding

AUGUST 18, 2015

Instead of doing things that are right for the shareholder within legal boundaries, why can’t companies do what is right for the customer, employee AND shareholder within legal boundaries? All of these examples prove how difficult it is to find a genuinely and Customer Centric organisation… anywhere on the planet.

Customer Experience 87

Customer Experience Customer centricity Telecommunications Advertising 87

Blueship Call Center

JANUARY 27, 2025

Agents are trained to handle diverse customer interactions with professionalism and empathy. Customer-Centric Training : Regular training programs focus on enhancing communication and problem-solving skills. Account Assistance : Helping customers manage their accounts securely.

Call Center 40

Call Center Customer Experience Brand ambassadors Technical Support 40

Integrity Solutions

SEPTEMBER 23, 2024

Here’s what a sales enablement leader from one of the big three telecommunications companies said to me recently: “We’ve trained all of our national account reps on business acumen. In all too many sales organizations, this is exactly where the sales enablement strategy starts to fall apart.

Sales 107

Sales Coaching Telecommunications Accountability 107

Spearline

OCTOBER 7, 2022

Voice Assure Interstate subjects your customers’ telecommunications journey to a wide variety of testing measures, including latency and conference testing, MS Teams and Cloud PBX voice quality testing, and post-dial connection testing, to name a few. Test your IVR.

Call Center 89

Call Center Interactive Voice Response Telecommunications Call flow 89

Spearline

AUGUST 12, 2021

The value of number monitoring Most customer-centric organizations invest in monitoring their internal telecommunication infrastructure and have stringent SLAs (service level agreements) with their providers in the hope that this will ensure high-performing lines for their customers.

Customer Experience 76

Customer Experience Telecommunications Customer centricity Wait times 76

COPC

JUNE 24, 2024

While retail and e-commerce sectors show improvements, sectors like telecommunications and healthcare face considerable challenges. The ACSI report shows how companies that integrate AI and automation well can improve customer satisfaction.

Customer Experience 76

Customer Experience Multichannel Self service Telecommunications 76

VHT

SEPTEMBER 13, 2018

CX professionals already know that people don’t like to wait for results, and customer-centric companies are squeezing out lag time wherever possible. They site a European telecommunications company that switched to an episode approach for debt collection and decreased bad debt by half. Instant Gratification.

Customer Experience 87

Customer Experience Calibration Telecommunications SaaS 87

Vistio

SEPTEMBER 30, 2021

With over 13 years of both hands-on industry and analyst experience, her research focuses on key dynamics within retail, CPG, travel and hospitality, with regards to customer-centric strategies, intelligent operations and service delivery. Find her research here. Dr. Marcell Vollmer, Industry Influencer.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Consulting Consulting 98

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue.

Customer centricity 78

Customer centricity Feedback Telecommunications Customer Support 78

Callminer

FEBRUARY 21, 2018

Jonathon is a sought-after public speaker and regularly speaks about customer success, customer-centric user experiences and cloud technologies throughout North America. In some industries, such as telecommunications, public sector, or utilities, the very phrase “call center” is synonymous with “bad experience.”

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Russel Lolacher

JUNE 14, 2020

Weirdly, both telecommunications companies). Instead, they wait for their customers to figure out they are paying too much and then wait for them to come in or call to address it. How is this serving the customer? Now is this putting the customer first? It’s not customer-centric. MOBILE SERVICE.

Telecommunications 75

Telecommunications Customer centricity CRM Accountability 75

Customer Guru

MARCH 7, 2018

Subsequently, she served as the Manager of Customer Experience at KPN, a Dutch telecommunications company, where she was hugely successful in making the organization more customer-centric. What is your word of advice for businesses embarking on the journey of customer-centricity?

Consulting 61

Consulting Consulting Customer Experience Telecommunications 61

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Outsource Consultants

AUGUST 19, 2019

Savvy business leaders trust outsourcing to offer competitive operational costs while maintaining customer-centric service. . Jamaica continues to make strides to meet the technological expectations of the industry, including the creation of a fully digital telecommunication system. Jamaica is no exception.

outsourcing 64

outsourcing Telecommunications Call Center Government 64

Anexa BPO

DECEMBER 13, 2021

Utilities-based companies are working to expand beyond the traditional portfolio of energy products, with customer service coming to the forefront as the fundamental component of success. Our customer-centric strategy is simple.

outsourcing 52

outsourcing Customer Service Customer centricity Telecommunications 52

ijgolding

NOVEMBER 12, 2015

My word, they don’t make it easy for customers to connect with them. Ironic given there a telecommunications company – so when I finally got past the irritating IVR and to the place I though I needed to be I of course hit the queue. Have you ever tried to get through to Vodafone?

Customer Experience 88

Customer Experience Interactive Voice Response Customer centricity Telecommunications 88

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Certified Languages International

NOVEMBER 7, 2018

The world isn’t actually shrinking, but it feels like it, as the advent of the internet and modern telecommunication has driven economic interaction and diversity worldwide. Customer centricity, improved efficiency, and cost are key initiatives for a lot of businesses. One reason for this growth is globalization.

Telecommunications 63

Telecommunications Healthcare Customer centricity Personalization 63

Calabrio

JULY 5, 2016

While it’s true that cable providers have had their problems in the past, the latest Telecommunications Report from the American Customer Satisfaction Index (ACSI) tells us that customer opinion for some of these companies is actually on the rise. rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100.

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

Outsource Consultants

FEBRUARY 22, 2025

While metrics like Average Handle Time (AHT) and First Call Resolution (FCR) matter, don’t overlook customer-centric metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES). Use advanced analytics tools to gain deeper insights into customer behavior and preferences.

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67

PeopleMetrics

MAY 7, 2015

In the study, we asked B2B telecommunications buyers to consider how their eventual providers delivered value in the prospect experience. (And they're exclusive findings we didn’t include in our final ebook— which you can find here , should you be interested in similar insights into the prospect experience.).

Customer Experience 93

Customer Experience B2B Telecommunications Sales 93

CSM Magazine

NOVEMBER 2, 2023

. “Helping agents master the skills necessary to solve complex problems and deliver superior empathetic experiences will bolster the value Foundever delivers to brands that strive to improve the ever-important human aspects of outstanding customer experiences.”

Customer Experience 52

Customer Experience Coaching Telecommunications First call resolution 52

CSM Magazine

APRIL 27, 2022

As the pioneer in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do. The Quantum Metric platform empowers a customer-centric culture, using quantified empathy to align business and technical teams to effectively prioritize customers needs based on business impact.

Metrics 52

Metrics Telecommunications Customer centricity Engineering 52

Spearline

JULY 22, 2021

The alerts are accompanied with detailed CDRs (call detail records) which lead to quicker mean times to resolution and ensure that Spearline’s customers are not negatively impacted by outages or poor audio quality. Today, Spearline has coverage in over 70 countries globally, covering more than 93.88% of GDP generation.

Telecommunications 52

Telecommunications Customer centricity Enterprise Marketing 52

Spearline

JULY 20, 2021

The alerts are accompanied with detailed CDRs (call detail records) which lead to quicker mean times to resolution and ensure that Spearline’s customers are not negatively impacted by outages or poor audio quality. Today, Spearline has coverage in over 70 countries globally, covering more than 93.88% of GDP generation.

Telecommunications 52

Telecommunications Customer centricity Enterprise Marketing 52

JustCall

JULY 2, 2024

When customers in the UK see a toll-free number, they know they can call you without incurring any charges. Toll-free numbers are often perceived as a mark of a professional and customer-centric business. This perception helps build trust and increases the likelihood of customer engagement.

voip 52

voip Telecommunications Customer centricity Marketing 52

Outsource Consultants

JANUARY 14, 2025

In a blinded case study from our CX Success Team, a major telecommunications companyimplemented an AI chatbot that now handles customer inquiries, improving customer experience. Final Thoughts The landscape of inbound contact centers evolves rapidly, driven by technological advancements and changing customer expectations.

Contact Center 67

Contact Center Average Handle Time Coaching First call resolution 67

Lumoa

JUNE 22, 2021

And besides all this, you’re also a customer experience manager at ICE. And just for you who don’t know what ICE, it’s a big telecommunications company in Norway. But it all started back in the actually the restaurant bar and hotel business, you know, where you are close to the customer.

Customer centricity 78

Customer centricity Customer Experience Feedback Management 78

JustCall

NOVEMBER 8, 2023

The Deloitte Technology Fast 500 is an award that celebrates innovation in the technology, media, telecommunications, life sciences, fintech, and energy tech sectors, both public and private, across the North American business landscape. Being on the list (and twice!) is quite an honor if we may say so ourselves.

SaaS 52

SaaS Technology Telecommunications Customer centricity 52