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 388

B2B Journey mapping B2C Telecommunications 388

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 254

Chief Customer Officer Telecommunications Feedback Marketing 254

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

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

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

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 115

Telecommunications Engineering Chatbots CRM 115

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

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 223

Customer Experience Telecommunications Technology Banking 223

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 106

Telecommunications Analytics Engineering Entertainment 106

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 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

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

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

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

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

NobelBiz

JANUARY 30, 2024

Call blocking is considered to be a significant challenge for businesses that are reliant on telecommunication. Initiated by both telecommunications carriers and end-users, call blocking is mostly aimed at preventing unsolicited or unwanted calls. Table of Contents What is Call Blocking?

Call Center 103

Call Center Interactive Voice Response Telecommunications Contact Center 103

VirtualPBX

JANUARY 25, 2024

Among these longstanding methods is the Plain Old Telephone Service (POTS) lines, which has served as a cornerstone in the realm of telecommunications for decades. Over the ensuing decades, these analog lines became the backbone of telecommunications, serving as a lifeline for both residential homes and businesses.

voip 105

voip Telecommunications Technology 105

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 Metrics Telecommunications 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 Metrics Telecommunications Sales 182

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 165

Surveys Customer Service Customer retention Telecommunications 165

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

Spearline

MAY 25, 2021

As the UAE pressed forward with 5G roll-out across the country, subscribers to telecommunications services hit record highs, placing significant demands on network resources. TRA, the Telecommunications Regulatory Authority, announced at end-May that mobile subscriptions rose to 184.4 per 100 UAE inhabitants.

Telecommunications 96

Telecommunications Management 96

Spearline

SEPTEMBER 28, 2021

Find out more about Spearline Spearline is the telecommunication industry’s leading network intelligence company. Learn about Spearline’s research into the relationship between telephone audio channel degradation and the success of voice-bot applications. . Download Our Whitepaper.

Technology 105

Technology Telecommunications 105

Spearline

NOVEMBER 9, 2021

In telecommunications, a “white route” is a route where both source and destination are legal termination. Spearline is the leading network intelligence company in the telecommunications industry. The caller ID information may be altered, distorted, or lost along the way. A “black route” is one that is illegal in both ends.

Telecommunications 98

Telecommunications Telemarketing CRM Call flow 98

Spearline

MARCH 24, 2022

Perceptual evaluation of speech quality – a standard The perceptual evaluation of speed quality has become a telecommunications standard. However, our global telecommunications industry grew with opinions at the heart of quality management. Standards offer comfort.

Telecommunications 97

Telecommunications voip Government Quality management 97

ShepHyken

OCTOBER 3, 2022

Despite call centres being a traditional means of communication between brands and their customers, this is now the preference for under half of the UK population (43%), according to a survey of 1,000 Brits by telecommunications provider Esendex. My Comment: There are many ways customers can reach out for support.

Customer Service 37

Customer Service Surveys Telecommunications Self service 37

Spearline

OCTOBER 18, 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

JUNE 30, 2021

Dan also provided insights about his role, his experiences in the telecoms sector, and how telecommunications has developed and adapted over the past year. They discussed the issues customers face, the impact it can have on the customer experience, and what Spearline can do to help our customers.

Telecommunications 98

Telecommunications Customer Experience 98

Spearline

OCTOBER 21, 2021

Telecommunications problems Networks are complex. When things go wrong in the world of telecommunications they get investigated. They’ve become more complicated as voice, video, and data compete for the same resources. Energized teams assemble like crime scene investigators.

Telecommunications 113

Telecommunications Benchmark Engineering Feedback 113

Beyond Philosophy

JUNE 11, 2021

I spent 20 years of my life working in a large telecommunications company. You should recognize that the revenue they generate is not worth the costs you spend on servicing them and fire your customers if that’s the right business move. These squeaky wheels were the most visible customers, but maybe not our best ones.

Airlines 248

Airlines Accountability Banking Telecommunications 248

Callminer

JULY 15, 2019

The telecommunications industry (cable, internet and digital phone) is one of the most competitive in the country, and has an estimated revenue of $90 billion for 2019. Register for 11am BST Session. Register for 1pm EST / 10am PST Session. Can you Hear Me Now? How to Use SA to Close more Sales featuring JLodge.

Contact Center 28

Contact Center Telecommunications Analytics Employee engagement 28

Spearline

APRIL 22, 2021

Spearline is the telecommunication industry’s leading network intelligence company. Discover in our updated whitepaper the highest and lowest performing countries for connectivity, audio quality, and post-dial delay (PDD). Download your FREE whitepaper. Find out more about Spearline.

Telecommunications 98

Telecommunications 98

Spearline

OCTOBER 26, 2021

It is the telecommunications signalling system most commonly referred to as “touch tone”. Find out more about Spearline Spearline is the telecommunication industry’s leading network intelligence company. What is: DTMF? DTMF stands for dual-tone multi-frequency. Older rotary dial / pulse dial phones were quickly replaced as a result.

Interactive Voice Response 96

Interactive Voice Response Telecommunications Self service Banking 96