article thumbnail

Tactics To Implement in Your First Six Months Leading CX in the Telecommunications Industry

Customer Bliss

In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry. Review communications materials : Charlotte looked at the many forms of communications that Sure had with its customers to understand the journey from start to finish.

article thumbnail

The Role of Customer Experience in Telco

Lumoa

During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand. In the telecom context, customer experience management is the practice of creating a seamless and efficient ecosystem that’s conducive to communication between client and provider.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Customer retention in the telecom industry – new thinking

TechSee

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Instead it suggests that the best way to increase loyalty is by reducing effort. Instead it suggests that the best way to increase loyalty is by reducing effort.

article thumbnail

Uncovering the “why” delivers higher research ROI for CX leaders

Alida

Similarly, customer experience (CX) and market researchers must look beyond just fixing individual transactions and in-the-moment interactions with consumers to effectively demonstrate the return-on-investment (ROI) of their research efforts to the executive suite. Although it offers many benefits, NPS does have some disadvantages.

ROI 252
article thumbnail

Call Center optimization: Tools and best practices to increase performance

NobelBiz

Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. Monitoring key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) offers invaluable insights into how well agents are meeting customer needs.

article thumbnail

Q&A From My CXPA Webinar: From Journey Mapping To Journey Management

Kerry Bodine

And for more on this subject, I suggest checking out these two additional posts: Quant Data, Qual Data: Use Just One To Derail Your CX Efforts. Can you give some examples of identifying a journey in the telecommunications industry? This approach is detailed in my blog post 3 Steps To Better Customer Research. Design The Journey.

article thumbnail

Engaging Customers During COVID-19: How to Cut Through the Noise

Totango

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. . This alone should be reason enough to take a second look at your digital engagement efforts. We suggest implementing the following.