Beyond Philosophy

SEPTEMBER 15, 2015

Tesco Mobile: The UK-based mobile firm has a larger base of loyal Customers than O2, the telecommunications provider that Tesco rebrands for their Customers. First Direct, a phone and online retail bank in the UK, scored the highest in the UK study, 61 points higher than the HSBC, the bank that owns them.

Banking 383

Banking Telecommunications Consulting Consulting 383

TechSee

OCTOBER 31, 2018

billion connected devices will be in use worldwide by 2020, more and more CSPs are jumping on the bandwagon, recognizing the value of artificial intelligence applications in the telecommunications industry. With Gartner forecasting that 20.4 Robotic Process Automation (RPA) is a form of business process automation technology based on AI.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

CX Accelerator

AUGUST 19, 2019

In my last role where I was managing the CX program for a large, nationwide telecommunications company I created a dashboard which had all the headline metrics on the first page (which satisfied executives and 90% of readers) but had an additional 4 pages of data to satisfy the needs of the other 10% who wanted more granular detail.

Journey mapping 345

Journey mapping Telecommunications Metrics Sales 345

TechSee

NOVEMBER 4, 2024

Telecommunications: Streamlines customer support by enabling technicians to remotely diagnose and troubleshoot issues with customers’ devices, reducing the need for costly on-site visits and improving first-time fix rates.

Telecommunications 109

Telecommunications Personalization Customer Experience Technology 109

ShepHyken

MARCH 12, 2021

Rohan Malkotia is an experienced Digital Marketing Executive with a demonstrated history of working in the telecommunications industry. Although it may require some investment, this is the only way you can take your business on the road to post-pandemic recovery and revival.

B2B 382

B2B Journey mapping B2C Telecommunications 382

TechSee

NOVEMBER 27, 2024

Telecommunications leaders that implemented TechSee have successfully improved customer experience and dramatically cut costs across service operations: 51% improvement in customer satisfaction (CSAT). Real-World Results Businesses that cultivate a customer-centric culture often witness increased market presence and customer loyalty.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

OCTOBER 23, 2018

He created his first business at fourteen, selling telecommunications and computer equipment. “How often do you measure the lifetime value of an employee?” – Jason Bradshaw. About : Jason Bradshaw is the Chief Customer Officer at Volkswagon Group Australia.

Chief Customer Officer 249

Chief Customer Officer Telecommunications Feedback Marketing 249

TechSee

OCTOBER 17, 2024

Real-World Success with Sophie AI TechSee’s visual AI has delivered significant results for businesses across various industries: Telecommunications: Reduced truck rolls by 45%, improved CSAT by 51%, and increased NPS by 47%. Smart Home: Decreased product returns by 25% and improved customer satisfaction by 18%.

First call resolution 109

First call resolution Telecommunications Wait times Feedback 109

Beyond Philosophy

SEPTEMBER 27, 2017

Bill Nelson (D-FL) stepped in and wrote a letter to nine telecommunications companies asking them to provide rebates for service fees during outage periods and issue a 60-day moratorium on late fees. That’s an outrageous thing to say to someone who’s internet service isn’t working. Customers were so upset that Sen.

Wireless 292

Wireless Telecommunications Customer centricity Customer emotions 292

AWS Machine Learning

DECEMBER 12, 2023

Vodafone is transitioning from a telecommunications company (telco) to a technology company (TechCo) by 2025, with objectives of innovating faster, reducing costs, improving security, and simplifying operations. Thousands of engineers are being onboarded to contribute to this transition. Why is machine learning important to Vodafone?

Telecommunications 127

Telecommunications Engineering Chatbots CRM 127

AWS Machine Learning

OCTOBER 30, 2024

With over 15 years of experience in contact centers and telecommunications, Priti specializes in helping customers achieve their desired business outcomes with customer experience on AWS using Amazon Lex, Amazon Connect, and generative AI features.

Chatbots 109

Chatbots Interactive Voice Response APIs Telecommunications 109

TeleDirect

MARCH 13, 2025

A: Call center services are beneficial for e-commerce, healthcare, finance, telecommunications, retail, and technology industries. Scalability and Support Choose a provider that can scale services as your business grows and offers 24/7 support. FAQs About Call Center Services Q1: What industries benefit from call center services?

Call Center 79

Call Center Customer Support outsourcing Technical Support 79

Fonolo

DECEMBER 10, 2020

Telecommunications. The telecommunications industry is hands-down the worst industry for customer service — particularly over the phone. Telecommunications. Worst Industry to Call in 2020. Tell someone else your problems. BSkyB: Believe in Better ? Believing in Better Won’t Help You. Bell: Today just got better ?

Airlines 162

Airlines Telecommunications Banking Wait times 162

VirtualPBX

NOVEMBER 20, 2024

However, recent changes in telecommunications regulations are creating new challenges. Your property’s safety is our priority—let VirtualPBX help you future-proof your elevator phone systems and stay ahead of telecommunications changes.

Real estate 52

Real estate Telecommunications Wireless Engineering 52

ShepHyken

AUGUST 15, 2017

At just fourteen-years-old, he started his own telecommunications and hardware distribution business. Tenacity – Never give up in your pursuit of delivering the best customer experience possible, one that, at a minimum slightly exceeds your customers’ expectations. It was there he began a lifelong passion for customer experience.

Telecommunications 204

Telecommunications Customer Experience Personalization Customer Service 204

AWS Machine Learning

MAY 8, 2024

The telecommunications industry is more competitive than ever before. This outstanding achievement not only underscores the robustness of the solution, it also highlights its pivotal role in fortifying Dialog Axiata’s position as a leading player in Sri Lanka’s highly competitive telecommunications landscape.

Telecommunications 123

Telecommunications Analytics Engineering Entertainment 123

Outsource Consultants

OCTOBER 28, 2024

As the country’s largest city and economic hub, it offers the most advanced infrastructure, particularly in telecommunications and IT. Kenyan BPOs serve a variety of industries including tech, eCommerce, financial services, and telecommunications, offering tailored solutions for each sector.

outsourcing 67

outsourcing Call Center Government Outbound sales 67

CSM Magazine

OCTOBER 30, 2024

The event also honored organizations like the Telecommunications and Digital Government Regulatory Authority (TDRA), Virgin Mobile UAE, Nakheel Community Management, NX Digital Technology, and Dubai Holding Community Management for their customer-centric initiatives.

Real estate 52

Real estate Telecommunications Customer Service Government 52

TechSee

JANUARY 7, 2020

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

ShepHyken

JANUARY 6, 2017

Subsequently, brands from telecommunication companies to retailers have seen impressive results. In CX and CRM, however, we benefit from machine learning algorithms and robotics because software can access and traverse massive data sources and find patterns we’ll never see.

Customer Experience 220

Customer Experience Telecommunications Banking Technology 220

Avoxi

AUGUST 19, 2022

6 Moves to Overcome Telecom Management Pressures It’s easy to say that being a modern-day telecommunications leader looks vastly different than it did just five years ago. … The post 6 Moves to Overcome Telecom Management Pressures ?

Management 118

Management Telecommunications Contact Center 118

VirtualPBX

FEBRUARY 1, 2024

In the rapidly advancing era of high-speed internet, fiber optics, and cutting-edge telecommunications technologies, it’s easy to overlook the humble yet remarkably resilient POTS line.

Telecommunications 105

Telecommunications voip Technology Analytics 105

ShepHyken

JUNE 5, 2017

by Scott Stone (CustomerThink) If you think customer experience is an issue of priority only for customer-facing industries like retail and telecommunications, think again: Statistics show that customer experience affects all industries directly. How Are Manufacturers Prioritizing the Customer Experience?

Airlines 185

Airlines Customer Service B2B B2C 185

Beyond Philosophy

SEPTEMBER 13, 2018

Many of the big telecommunications companies announced they will launch either services or devices that will use the 5G network in the next year. Experts estimate in five years there will be over a billion (with a b) 5G device users by 2023.

Wireless 207

Wireless Telecommunications Customer emotions Customer Experience 207

Spearline

JANUARY 25, 2022

Replicate your customers’ experience when they call your organization The self-serve, cloud-based Spearline platform proactively monitors critical business telecommunication services and gives you the peace of mind that your numbers are performing as they should be.

Contact Center 132

Contact Center Telecommunications Call flow Benchmark 132

Call Center Weekly

SEPTEMBER 19, 2018

Janet is experienced in multiple industries including telecommunications, satellite TV, home warranty, HVAC and consumer products. She is passionate about the Customer Experience and all things digital to help reduce customer effort and bring the voice of the customer to the decision making table. Connect: LinkedIn | Twitter.

Telecommunications 150

Telecommunications Contact Center Call Center Customer effort 150

AWS Machine Learning

JANUARY 28, 2025

He holds a PhD in Telecommunications Engineering and has experience in software engineering. About the authors Paolo Di Francesco is a Senior Solutions Architect at Amazon Web Services (AWS).

Management 109

Management APIs Engineering Metrics 109

VirtualPBX

FEBRUARY 23, 2024

In the ever-evolving landscape of telecommunications, businesses must stay vigilant to adapt to regulatory shifts that can impact their operations. The FCC’s decision to relax regulations previously in place to maintain POTS lines signals a new era, akin to the wild west of telecommunications.

Telecommunications 98

Telecommunications Government Technology Consulting 98

CX Accelerator

AUGUST 19, 2019

In my last role where I was managing the CX program for a large, nationwide telecommunications company I created a dashboard which had all the headline metrics on the first page (which satisfied executives and 90% of readers) but had an additional 4 pages of data to satisfy the needs of the other 10% who wanted more granular detail.

Journey mapping 182

Journey mapping Telecommunications Metrics Sales 182

CX Accelerator

AUGUST 19, 2019

In my last role where I was managing the CX program for a large, nationwide telecommunications company I created a dashboard which had all the headline metrics on the first page (which satisfied executives and 90% of readers) but had an additional 4 pages of data to satisfy the needs of the other 10% who wanted more granular detail.

Journey mapping 182

Journey mapping Telecommunications Metrics Sales 182

TeleDirect

MARCH 14, 2025

A: Industries such as e-commerce, healthcare, finance, telecommunications, travel, and IT rely heavily on 24/7 customer support. A: A 24/7 call center ensures instant support, reduces wait times, and provides customers with continuous access to assistance, leading to higher satisfaction and retention.

call center solutions 62

call center solutions Call Center Multi-channel support Abandon rate 62

Spearline

SEPTEMBER 30, 2021

Even long-term home-office workers have their challenging days when network services and telecommunications networks just aren’t up for the task of demanding web collaboration. Find out more about Spearline Spearline is the telecommunication industry’s leading network intelligence company. But are there challenges?

Telecommunications 98

Telecommunications Marketing Personalization Management 98

TechSee

FEBRUARY 1, 2021

AI applications trending in the telecommunications industry use advanced algorithms to look for patterns within the data, enabling telecoms to both detect and predict network anomalies, and allowing operators to proactively fix problems before customers are negatively impacted.

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

TechSee

OCTOBER 2, 2019

The industry that experiences the highest rates of churn is telecommunications, with 52% of those surveyed reporting that they canceled a phone, internet, TV or cable contract with a telecom company in the past 24 months due to the quality of customer service they received. Customer churn is widespread.

Surveys 164

Surveys Customer Service Customer retention Telecommunications 164

Win the Customer

DECEMBER 23, 2024

Example: A telecommunications company could deploy a voice assistant that can help customers troubleshoot network issues, understand their billing statements, and even make changes to their service plans through voice commands.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

Spearline

DECEMBER 16, 2021

Spearline is the leading network intelligence company in the telecommunications industry. Our platform enables enterprises and telecommunications service providers to test connectivity and quality on global telecoms networks, testing automatically at volume. New to Spearline?

Telecommunications 98

Telecommunications Enterprise Marketing Management 98

Spearline

FEBRUARY 8, 2022

Today’s telecommunications infrastructure is a cocktail of legacy TDM networks tied into IP transit links and converged corporate networks. About us Spearline is the leading network intelligence company in the telecommunications industry. But, these depend on a high-quality communication channel connecting a business to the customer.

Analytics 98

Analytics Telecommunications Big data Customer emotions 98