TechSee

JANUARY 7, 2020

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. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Education Services Group

JULY 22, 2021

New logo acquisition and current customer expansion demonstrates ESG’s accelerated traction in the marketplace. ESG, the leader in Customer Success as a Service®, is proud to announce outstanding Q2 2021 results. Wireless networking global leader. ESG Q2 2021 News: Total Q2 revenue doubled year-over-year.

Customer Success 52

Customer Success Wireless Contact Center Software Consulting 52

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

Helen Dewdney

JULY 17, 2022

Ofcom looks after communications in the UK. From phones and broadband to TV, radio, post and wireless devices, we regulate services at the heart of people’s everyday lives. This week I spoke to Cristina Luna-Esteban on The Complaining Cow Consumer Show on East London Radio. The interview.

Consumers 62

Consumers Wireless Consulting Communication 62

Centercode

OCTOBER 14, 2020

Now, work from home (WFH) is the norm for many companies — and it is permanently shaping the way people communicate, work, and adopt technology. Validating your product’s ability to connect to and communicate with other home-office devices requires thorough, constant testing (and iteration) across thousands of diverse use cases.

Connections 98

Connections Wireless eBook Customers 98

Alida

MARCH 23, 2017

According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” Despite this, telecoms are notorious for having the lowest rated customer service departments and representatives of any industry. Looking beyond traditional customer experience (CX) metrics.

NPS 133

NPS Net Promoter Score Loyalty Company 133

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

Forrester's Customer Insights

MAY 28, 2019

Early last week, Ajit Pai, the Chairman of the US Federal Communications Commission (FCC) announced his approval of the merger of T-Mobile and Sprint. This will result in a third mega-carrier in the US mobile wireless market, which is a good move for consumers like you and me. I am glad this deal will now […].

Wireless 53

Wireless Consumers Communication Marketing 53

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. As this 3G upgrade to 4G shift occurs, service providers will shut off the cellular infrastructure required to operate communication devices on the 3G networks. With an estimated 64 million IoT devices in the U.S

Self Service 109

Self Service Contact Center Exceptional Customer Service Wireless 109

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. And 60 per cent would now prefer not to call a live customer service person at all if they can solve their issues themselves using online resources.

Self Service 59

Self Service Customer Service Wireless Government 59

Oracle

JULY 14, 2020

Shoppers can then use the Glympse platform to share their location when they’re on the way, and a geofence trigger alerts the retailer’s staff when the customer is about to arrive. It also enables 2-way communication between the shopper and the business to fine tune the contactless curbside experience. Work from anywhere.

Trends 111

Trends Customer Experience Wireless Consumers 111

Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. While it’s wonderful to have a CEO who takes on customer experience, without focus, the priority can be lost among a sea of pressures.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

Alida

OCTOBER 20, 2017

Digital transformation means your patients are also customers. Right now, however, the prognosis isn’t good; many health care organizations are doing a poor job of reading their customers’ vitals. Patients are customers too. The remedy for health care organizations: View patients as though they are customers.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results. How did they do this?

Wireless 49

Wireless Customer Success Telecommunications Customers 49

West Monroe

SEPTEMBER 8, 2021

Fiber can be used to carry significant amounts of information and is a great solution for communication to substations, downline devices, and in some cases customers. But it’s unrealistic to believe that fiber can be a solution for all communication services. Licensed spectrum. Spectrum is available in 10 MHz channels.

Wireless 40

Wireless Strategy Telecommunications Government 40

GetFeedback

MARCH 11, 2019

SMS surveys — also known as text message surveys — are perfect for reaching those customers always on the go. Although I doubt you need more convincing, here are some stats on why you should use SMS as a customer feedback channel: SMS has a response rate that’s 7.5x You should also follow up when the customer gives a response.

Survey 170

Survey Wireless Feedback Consumers 170

Experience Matters

MARCH 26, 2015

points), auto dealers (-3.6), software (-2.8), investment firms (-2.7), major appliances (-2.5), TV service (-2.4), health plans (-1.7), and wireless carries (-1.6). Cox Communications has dropped the most (-21 points), while MSN and Edward Jones are the only other firms to drop by more than 10 points.

Wireless 120

Wireless Banking Airlines Hotels 120

West Monroe

JANUARY 29, 2024

Communications and network connectivity have been rapidly evolving over the last several years to keep pace with growing use cases and requirements. It’s important to understand the current communications systems costs, projected future costs (which can be gathered via a request for proposal process), and the major cost drivers.

Connections 52

Connections Roadmap Wireless Financial 52

CSM Magazine

FEBRUARY 24, 2021

MetTel employees have been recognized for demonstrating superior billing-related customer service and going above and beyond for clients during the pandemic. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service. This is the seventh consecutive year MetTel has won Stevie Awards for Customer Service.

Customer Service 52

Customer Service Government Wireless Contact Center 52

BirdEye

DECEMBER 7, 2021

The mobile phone is the communication device of choice, and texting has become people’s preferred mode of communication. Yet, many businesses still use landline phones as their main contact number, so how can you bridge the gap and meet your customers on their preferred channel? With texting from your landline. .

How To 98

How To Multi-Channel Wireless Software 98

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results. How did they do this?

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results. How did they do this?

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results. How did they do this?

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results. How did they do this?

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results. How did they do this?

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results. How did they do this?

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Talkdesk

MAY 5, 2020

Being an at-home contact center agent can be incredibly rewarding: you get to help customers in meaningful ways, all while working from the comfort of your own home. Computer and setup You’ll be accessing various applications on your computer in order to have the information and the tools you need to service customers and do your job.

Contact Center 60

Contact Center Wireless Connections Travel 60

CSM Magazine

DECEMBER 5, 2022

Spectrum is a leading cable TV, internet, telephone, and wireless services company. They are owned by Charter Communications, with headquarters in Stamford, Connecticut, U.S. Here we look at Spectrum’s customer service performance and contact details. If you are an enterprise customer, the number to call is 1-888-812-2591.

Customer Service 52

Customer Service How To Social Media Wireless 52

Beyond Philosophy

SEPTEMBER 27, 2017

I wish they would tell us what was going on,” complained one AT&T UVerse customer. Customers were so upset that Sen. Telecoms Put Cost-Savings Ahead of Customers. Providing customers with a better experience was not on the company’s radar. Well, they didn’t get much. “I You could have heard a pin drop!

Wireless 117

Wireless Telecommunications Financial Customer Experience Professionals 117

Avaya

OCTOBER 5, 2016

IT resources are entrusted with one critical job: find a way to securely and reliably deploy wired and wireless networks with complete control and visibility—anytime, anywhere. Meanwhile, standards-based encryption prevents visibility of communications between a customer site and the cloud.

Wireless 83

Wireless Resources Software Connections 83

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

Wireless 60

Wireless Marketing Advertising e-support 60

Oracle

JULY 16, 2020

A brand can collect a great deal of information from a customer or prospect via his or her interactions through website navigation, emails, and calls to and from the contact center. For example, a person might be ordering a type of wireless device for their home. Public data may show signal issues in the customer’s area.

Data 83

Data Wireless Government Transportation 83

Experience Matters

MARCH 24, 2015

Also at the bottom of the list are Charter Communications , Coventry Health Care , Time Warner Cable (for both its TV service and Internet service businesses), Consolidated Edison of NY , Cox Communications , and Spirit Airlines. 2015 Temkin Ratings Customer experience' See how your company can reference these results.

Airlines 120

Airlines Insurance Wireless Banking 120

CSM Magazine

JUNE 22, 2020

Quick-service restaurants, too, benefit from new tools, devices, and applications that improve their efficiency while keeping customer satisfaction high. Instead of customers making their way to your restaurant, they can make a phone call and have their food delivered. Table Tops and Kiosks for Ordering. Digital Point of Sale System.

Technology 52

Technology Self Service Wireless Software 52

Tricia Morris

SEPTEMBER 25, 2015

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. A Vote for Better Customer Care. You can read more here.

Self Service 40

Self Service Wireless Customer Service Telecommunications 40