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How are you celebrating National Public Safety Telecommunicator Week?

Customer Interactions

National Public Safety Telecommunicator Week is the week set aside each year to recognize the extraordinary work and efforts of our nation’s emergency call takers and dispatchers, the true first responders and unsung heroes of 911 – all 250,000 of them! 284 to create ‘National Public Safety Telecommunicator Week.’ Edward J. Markey (D-Mass.)

To boost customer loyalty, telecom companies need to go beyond NPS

Vision Critical

Telecommunication companies are under immense pressure to provide better, faster services. Research Business Strategy Customer Experience customer experience Market Research customer loyalty Net Promoter Score telecom telecommunicationsAccording to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” That’s a $1.6

12 Customer Service Challenges Faced by Fast-Growing Industries

Merlin

Telecommunications. From prepaid vs. postpaid, mobile broadband, and smartphones, telecommunications companies encounter a huge amount of customer queries and complaints regarding their products and services each day. Blog aviation banking customer service customer support ecommerce finance retail Technology telecommunicationsSatisfying increasingly demanding consumers .

For Telecoms, These Three Automation Benefits Mean a Better Customer Experience

Peppers and Rodgers

Customer Experience TIME (Telecommunications, Internet, Media, Entertainment) customerexperience telecomDespite its nostalgic undertones, the term "traditional" used to describe technology now substitutes as code for old and expensive. Rather, the transition to digital brings with it the promise of increasing customer loyalty, and for telecoms, digital adoption could be the industry's saving grace. There’s more… To read the rest of this blog posting click here. or visit www.peppersandrogersgroup.com/blog.

Touch Commerce: Should It Be Part Of Your Mobile Strategy?

iPerceptions

Deloitte’s Technology, Media, and Telecommunications Predictions identify the trends that will inform industry strategic thinking over the next year. Every January I look forward to Deloitte’s TMT predictions. Digital Marketing

Journey Mapping: Start With Your Hypothesis

Heart of the Customer

I had just led a discussion on journey mapping best practices, where representatives from organizations as diverse as telecommunications, healthcare, and even government swapped ideas and asked questions […]. I’m on the plane back from the CXPA Insights Exchange – our annual conference where we get to share best practices and help develop as CX professionals. Customer Experience

Denera White: An Outstanding PSAP Telecommunicator

Customer Interactions

How do you choose one employee over another when it comes time to nominate someone for the PSAPs’ Finest Telecommunicator of the Year Award? Each telecommunicator I supervise contributes so much to our department. I could hear telecommunicator Denera White in the communications center, calmly giving precise instructions to the mother in Spanish. Every telecommunicator in our PSAP has taken the basic telecommunications Spanish course but few of us would feel comfortable translating pre-arrival instructions to a hysterical mother.

Denera White: An Outstanding PSAP Telecommunicator

Customer Interactions

How do you choose one employee over another when it comes time to nominate someone for the PSAPs’ Finest Telecommunicator of the Year Award? Each telecommunicator I supervise contributes so much to our department. I could hear telecommunicator Denera White in the communications center, calmly giving precise instructions to the mother in Spanish. Every telecommunicator in our PSAP has taken the basic telecommunications Spanish course but few of us would feel comfortable translating pre-arrival instructions to a hysterical mother.

For Today’s Customers: Make it My Way or No Way!

Wired and Dangerous

With the advent of sophisticated computer and telecommunications advances plus just-in-time manufacturing, organizations have taught customers they can “Have it your way.”. Customers today start young wanting everything their way. A teddy bear is now Build-a-Bear workshop. The perennial Barbie doll has become accessorize-Barbie online. Want to decorate your new cell phone?

The Extra Mile or The Last Mile?

CX Journey

According to Investopedia, the last mile is: a phrase used in the telecommunications and technology industries to describe the technologies and processes used to connect the end customer to a communications network. Image courtesy of S.O.O.C Which is more important: the last mile or the extra mile ? Today I''m wondering about the last mile and the extra mile. Which one creates raving fans ?

Tailoring the Customer Journey

Wired and Dangerous

With the advent of sophisticated computer and telecommunications advances plus just-in-time manufacturing, organizations have taught customers they can “have it your way.” Customers today are Vain — expecting treatment that telegraphs they are special and unique, not just one of the masses. Customers start young wanting everything their way! Image credit: TooMuchCoffeeMan.

First Year CX: Some Keys To Success from TSIC

Think Customers

TSIC is an international provider of telecommunication services with headquarters in Stockholm, Sweden, and offices in 14 other countries. In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for its burgeoning CX program.

First Year CX: Some Keys To Success - A Q&A With TSIC

Forrester

TSIC is an international provider of telecommunication services with headquarters in Stockholm, Sweden, and offices in 14 other countries. In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for their burgeoning CX program. It has grown from being the largest IP network in Europe to one of the top two global carriers powered by the Internet backbone, as ranked by internet performance analysts DYN. What is the mandate for the CX program at TSIC? Read more Categories: CX Index.

Can proactive customer retention efforts backfire?

Arie Goldshlager

Please also note a similar study on managing “walking dead” customers: The walking dead are “customers who currently maintain service but whose next action will be to discontinue all services, an important economic consequence to the firm,” according to a new study that examines how the customers of a telecommunications firm acquire and discard services over time. I found this note on “When It Comes To Retaining Your Customers, Sometimes It’s Best To Leave Them Alone” very thought-provoking.

Customer Service Satisfaction across the Globe

Merlin

Media & Telecommunications – 0.8% The first thing that comes to mind when you hear the words “customer service” is something bad because social media has made itself a portal for rants and feedback to bad customer service. Apparently, this could all be prevented if from the beginning, no discomfort was experienced by the customer. Global Customer Satisfaction by the Numbers.

Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

For the telecommunications industry in Australia, for example, search your company name on Whirlpool. For over 20 years, Ben has been developing customer acquisition and retention strategies for a variety of industries; he is currently a customer experience consultant in Australia. But you don’t have to pay thousands to take the temperature of your business. Was the site neat and clean?

Customer experience, authenticity and other themes at the 2016 APAC Customer Intelligence Summit

Vision Critical

Australia-based insurance firm IAG took home the Visionary award, beating out finalists Philippines-based telecommunications company Globe Philippines, media giant NewsCorp and Australian telco Telstra. The full-day event in Sydney featured some of Asia Pacific’s biggest brands and explored provocative perspectives on the state of customer insight. Emma Clark (@EmmaRClark) July 20, 2016.

Service as Competitive Advantage: Creating New Value vs. Sustaining Predictable Results

Up Your Service

But in a competitive global market where products are commoditized and speed of delivery easily matched, quality service is a key differentiator in every industry – including financial services , manufacturing, high tech IT , telecommunications , logistics, and more. When you picture a superior service culture, you may not think of a large engineering firm or a manufacturing organization.

Leveraging Contact Center Technology to Help America’s Soldiers While Improving Performance and Saving Money

Avaya

The Avaya team demonstrated to Mack Wyche, Chief, Telecommunications Branch, DHA that UC, contact center, and SIP technologies could streamline the agency’s enterprise conference premise solution, migrate from legacy to SIP trunks at its headquarters, and enhance equipment maintenance. Army, U.S. Navy, and U.S. million in savings, which will fully self-fund the upfront capital.

Columbia Sportswear Takes Customer Service to the Cloud

inContact

In 2010, Kristina Coker, Enterprise Mobility & Telecommunications Engineer, created a Request for Proposal (RFP) with a long wish list of ideal characteristics of a new contact center system including: Support for a wider range of communication channels. From its humble beginnings as a hat business founded by German nationals who fled Europe in 1938, to a global corporation with five brands, Columbia Sportswear is made up of real people who are passionate about the outdoors. That passion also extends to delivering outstanding customer service. Flexibility to handle growth.

Taking a Faster Approach to Addressing Customer Churn

Think Customers

Customer churn is a big problem for companies, especially in industries such as telecommunications where annual churn rates average between 10 percent to as much as 67 percent, according to the Database Marketing Institute. And while technological advances have made it easier for marketers and other decision-makers to better identify and respond to the triggers for churn, most customer churn programs are reactive and don't leave marketers adequate time to deliver messaging or offers that might change a customer's actions.

Omnichannel Customer Experience: Can Banks & Others Get It Right? - Frank Reactions

Tema Frank

Most startling for me was to discover how many big companies in the worlds of financial services, telecommunications, utilities and business-to-business vendors are just now starting to realize that they’ve got to take omnichannel customer experience seriously. Computer, phone, store or bank branch – people want a seamless, omnichannel customer experience. DCX 2016 Highlights.

5 Things Your PSAP Should Look for in Its Next Quality Solution

Customer Interactions

Telecommunicators will need to have the ability to process new media formats and make decisions based on those inputs. How was the telecommunicator interacting with the systems? Did the telecommunicator enter the right information? Targeted coaching and training – Getting telecommunicators ready to handle NG9-1-1 is going to require training. Your PSAP will need a next generation QA system that can easily identify telecommunicators’ knowledge gaps so supervisors can provide needs-based coaching and training to groups or specific telecommunicators.

March Madness! Events for Customer Experience Excellence

360Connext

It’s that time of year again! Who says March Madness is only for car dealerships and mattress stores!? We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Here’s a bit of what we have going on this month: Undercover at SXSW. Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. What will she bring back with her in the CXI® Evidence bag? Free webinar this Thursday. Join us Thursday and Jeannie will share her secrets.

5 reasons why you should outsource to call centers in Metro Manila

Magellan Solutions

The country’s major telecommunication providers have also aggressively invested in IT technologies and high-speed internet, helping communication channels run faster and more efficiently. But with the steady increase of call centers all over this lively archipelago, how will you know which city to pick? If you think, “Doesn’t matter. So why the Philippines, and why in Metro Manila?

Who owns the customer?

Ian Williams

I know of one well-known UK telecommunications provider that struggled with the same issue; and ended up indecisively moving people back and forth over a period of several years.This reminded me of myself as a bored 10 year old, rearranging my bedroom furniture every other week in order to give my room a different ‘feel’. Just over four years ago, I wrote a blog post called “ Who owns Customer Experience ?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. Where should they sit? Everyone laughed.

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FCC Approves Net Neutrality Rules but the Battle for an Open Internet Continues

Think Customers

The FCC''s decision includes reclassifying Internet service as a Title II telecommunications service or public utility, prohibiting broadband providers from charging for faster lanes on the Internet. Net neutrality advocates scored a major victory today when the Federal Communications Commission approved net neutrality regulations by a 3-2 vote. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. Customer Engagement Customer Experience Customer Service Customer Strategy homepage

Yanmar America Jump Starts VOIP System with IP Office

Avaya

This completely new telecommunications engine addressed: Replacing the end-of-life legacy hybrid VoIP telephony solution. Yanmar America didn’t have a choice when it came to upgrading its aging VOIP systems. Its legacy solution was, quite simply, at the end of life and lacked essential features like call center and call reporting functions. Introducing mobile capabilities. By 9 p.m.

EEnormous bills, Ofcom fine and how to complain about incorrect bills

Helen Dewdney

Today, Ofcom, the telecommunications regulator, fined EE around £2,700,000 for overcharging its customers. Press release . The Ofcom investigation concluded that EE made fundamental billing mistakes. It cannot investigate individual complaints. However, you can inform them of problems and if a significant number of people do this regarding the issue then it can investigate and take action. So whilst Ofcom investigates large scale issues what should you do if your ‘phone bill is wrong? provides us with her top tips: Check your bill! Act quickly in writing. Don’t cancel direct debits.

Just because its LEGAL, does not mean its RIGHT! The importance of openness & transparency in Customer Experience

ijgolding

If you cannot trust your bank to be open and honest……or your utility company……or your telecommunications provider……or your retailer…… is there anyone else left? There are many things that have bugged me for many years when it comes to Customer Experiences that I have had as a consumer. I have never quite understood why this was so. Scandalous!

If Your Customer Experience Is Still Bad After Great Training & Coaching, This Is Probably Why

Myra Golden

An Australian call center in the telecommunications industry stopped scoring agents on productivity metrics like these, and began focusing on meeting customers’ needs. Story highlights. Making customers jump through hoops to get problems resolved ruins the customer experience. So I bought a pair of Christian Louboutin shoes – the red bottom stilettos. My stride was pained.

Vote for a Telecom Dedicated to Customer Service and Community in the Constellation SuperNova Awards

Tricia Morris

In a highly competitive telecommunications industry, nTelos Wireless is a regional provider striving to inspire customer growth and loyalty by better connecting with its customers and the communities it serves. A Focus on Customer Convenience. As a wireless communications services provider, the phone is undeniably a major channel for nTelos customer care. A Vote for Better Customer Care.

Pros and cons of locating your call center in the Philippines

Magellan Solutions

That is why Philippine call centers are always ready with systems that enable them to continue operations despite the bad weather condition (back-up generators, connecting to 2-3 telecommunications providers, etc). Quora is one of the most popular Q&A sites today. On our Quora profile , we get lots of questions about outsourcing, call centers, and BPOs everyday.

Key Learning from 15 Years of Net Promoter Stats

Beyond Philosophy

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. Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies. I love Netflix. It is simple. You can start and stop it when you want. My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company.

Ease Your Selection Of Customer Analytics Providers In China

Forrester's Customer Insights

Businesses in industries like banking and financial services, telecommunications, and retail understand that data and analytics are critical for enabling business transformation -- but they have struggled with a lack of data and analytics tools in the market. Forrester surveys in China show that business data and analytics are increasing as the No. Read more Categories: customer analytics.

Summer at Avaya through the Eyes of Interns

Avaya

Avaya is a known leader in telecommunication solutions. Summer in the U.S. is winding down. In stores, aisles of beach accessories are quickly being replaced with school supplies and pumpkin-scented candles. We say goodbye to vacations, neighborhood barbecues and, at Avaya, we bid a fond farewell to the interns who have worked by our sides throughout the summer months.

The Phone Co-op Wins Best Consumer Facing Award

CSM Magazine

It is the UK’s only telecommunications co-operative, procuring fixed and mobile telecommunications services on behalf of its customers, many of whom are also social enterprises. The Phone Co-op, based in Chipping Norton and Manchester, UK has won the Best Consumer Facing award at the UK Social Enterprise Awards. The national competition recognises excellence and outstanding achievements by social enterprises – businesses that reinvest their profits for good, benefitting people and planet. The fund is the main focus for its contribution to the community.