Best of the Podcast 2018: How A Telecommunications Organization Earned the Right to Customer Growth

Customer Bliss

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa.

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.

3 Tactics to Transform CX and Employee Development From a Telecommunications Company

Customer Bliss

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka.

3 Tactics to Transform CX and Employee Development From a Telecommunications Company

Customer Bliss

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka.

Earning the Right to Customer Experience Transformation at a Telecommunications Company

Customer Bliss

In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa.

The State of UK Communication Service Providers Survey

ijgolding

It is very likely you have read various articles over the last few years describing how the UK’s communication service providers are struggling to cope with constant market change. The post The State of UK Communication Service Providers Survey appeared first on I J Golding.

What is Customer Communications Management?

Ecrion

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? Communicating with your own customers is surprisingly similar, no matter what type of business you run.

What is Customer Communications Management?

Ecrion

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? Communicating with your own customers is surprisingly similar, no matter what type of business you run.

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!

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. Telecommunicators can use a Language Line to connect to an interpreter when dealing with a non-English speaking caller.

Who Moved The Communications Services Sector?

Forrester's Customer Insights

Success in the communications services sector is indeed a capricious piece of cheese. As new technologies mature, the distinction between technology, media and telecommunications industries blur. […]. In it, every new technology advancement brings new business models, new security and sociopolitical debates, brand new industries of disruptors, and even new job roles for man and machine.

Poor Telecom Customer Communications Are Sinking Your Company

Ecrion

How comfortable are you with your telecommunications company’s customer approval rating? Can telecom customer communications help? Poor telecom customer communications will always lead to negative customer experiences, which in turn leads to fewer customers.

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. Telecommunicators can use a Language Line to connect to an interpreter when dealing with a non-English speaking caller.

The Realities of Rural 5G Deployment in the US

Forrester's Customer Insights

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.

Unite the Silos and Create an Internal Shared Vision When Implementing a CX Transformation

Customer Bliss

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets.

Learn From Telcos And Network Infrastructure Vendors About Innovations For Networked Solutions

Forrester's Customer Insights

age of the customer communications infrastructure Innovation local area network (LAN)/wide area network (WAN) network management networking software-defined networking (SDN) telecommunications services virtual network infrastructure (VNI

9-1-1 Telecommunicator Lauded for Good Old-Fashioned Detective Skills

Customer Interactions

What does it take to be a successful 9-1-1 telecommunicator? Certainly, solid listening and communication skills are key, as well as a certain ‘thick-skinnedness,’ calm under pressure, manual dexterity and multi-tasking abilities. Good old-fashioned detective skills typically aren’t part of the job description, but this year’s PSAPs’ Finest Telecommunicator of the Year was able to apply her quick thinking and sleuthing to help police nab the bad guy.

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

Vision Critical

Telecommunication companies are under immense pressure to provide better, faster services. Instead, NPS is often driven by the last experience a consumer had with a communications provider.

The Future Of Telecoms: Strategies To Transform Telcos Into Digital Services Providers

Forrester's Customer Insights

business models chief information officer (CIO) cloud brokers collaboration communications infrastructure network management software-defined networking (SDN) telecommunications services carriers

Death of Net Neutrality Is Not Necessarily a Good Thing for ISPs

Fresh MR

Just last month, the Senate voted to preserve net neutrality, blocking a Federal Communications Commission plan to undo rules … Continue reading → CX Technology Telecommunications

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Transforming Service in the Telecom Industry: Why It’s Needed and How to Make It Happen

Up Your Service

Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out cash. What is your view of service in the telecommunications industry? What’s happening in the industry?

5 Reasons Your Telecom Company Desperately Needs CCM

Ecrion

How comfortable are you with your telecommunications company’s customer approval rating? Poor customer communications will always lead to negative customer experiences, which in turn leads to fewer customers. We look forward to helping you on the path to better customer communications.

5 Reasons Your Telecom Company Desperately Needs CCM

Ecrion

How comfortable are you with your telecommunications company’s customer approval rating? Poor customer communications will always lead to negative customer experiences, which in turn leads to fewer customers. We look forward to helping you on the path to better customer communications.

Webinar recording: Telecom increases revenue and NPS® with data-driven CX programs

Centriam Customer Experience Lab

billion telecommunications company. During this recorded webinar, Alvin Stokes, senior vice president of customer experience at Cable & Wireless Communications, shares how this transformation led to a dramatic increase in revenue and NPS® for Cable & Wireless.

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

ijgolding

However, for years, many of these organisations have made it increasingly difficult to actually see if the customer is indeed being communicated with openly and transparently.

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Bell Canada Taps Verint to Listen to the Voice of the Customer

Verint

Bell Canada is Canada’s largest communications company, providing broadband internet, television and mobile services to businesses and consumers throughout the country. To help maintain market leadership in an increasingly competitive marketplace, Bell Canada has put a significant focus on continuous improvement across their enterprise—with a particular emphasis on improving their customer experience (CX).

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Visual digital interactions – Capture the complete customer intention

Customer Interactions

According to analysts, real-time visual communications can provide a richer and more personalized experience in specific industries such as financial services, telecommunications and healthcare

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

Think Customers

Net neutrality advocates scored a major victory today when the Federal Communications Commission approved net neutrality regulations by a 3-2 vote. 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.

Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

A recent study by Jaywing claimed that 73 percent of telecommunications and utilities marketers would rank improving their customer contact strategy as the top priority for data-driven marketing, so how can utility brands enhance the overall interaction between supplier and consumer?

4 AI Trends that will Transform the Telecom Industry in 2019

TechSee

Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX). “Alexa, launch Netflix!”.

Building a CX Dashboard

CX Accelerator

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so

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

Vision Critical

For example, Telstra, Australia’s leading telecommunications provider, adds context to NPS by creating “relationship memory” through My Telstra Experience (MTE), a customer insight community.

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3 Industries That Can Benefit Immediately from Digital Customer Service

NICE inContact

The fact is basic telecommunication services are essentially commodities these days, and everyone knows that competition over price and features only can go so far. That means they’ve got to offer responsive customer service options and communication, and they’re got to keep a personalized tone. Banks can learn a lot from companies like Zappos that are super-responsive, very friendly, and completely personal in their communication.

Beacon Brands: Success Through Bucking the Trend

C Space

some of the most vilified and poorest rated industries include telecommunications, financial services and airlines. Communications & Messaging Customer Experience Customer Strategy Product & Service DevelopmentBeacon Brands: Success Through Bucking the Trend.

5 Statements Your Invoices Make To Customers

Ecrion

Regardless of the type, each invoice provides information and, if this is the only means of communication your company has with its customers, it’s worth taking a moment to see what pitfalls your organization might be facing. It happens to us all, usually every month.

5 Statements Your Invoices Make To Customers

Ecrion

Regardless of the type, each invoice provides information and, if this is the only means of communication your company has with its customers, it’s worth taking a moment to see what pitfalls your organization might be facing. It happens to us all, usually every month.

3 Key Takeaways from Cable Tec Expo 2018

Smarter CX

This past week, we attended Cable Tec Expo 2018 in Atlanta – a conference that showcases breakthrough technology and trends in the cable and telecommunications industries. The best in cable telecommunications are about to arrive!

What Is Field Service Management Software?

Astea

Telecommunications. With the help of software, your field service company can better meet customer expectations by tracking vehicles, jobs in progress, and record customer communications.

Visual Claims: The insurance process of the future

TechSee

A remote visual communication platform enables customers to transmit images and videos of their claims to contact center agents for immediate incident assessment. These devices may include in-vehicle telecommunication systems (telematics), smart smoke and CO detectors, and alarm systems.

Don’t Know Where to Outsource? Why The Philippines is a No-Brainer

Magellan Solutions

This continues to shape the lifestyle of Filipinos, including the ability to communicate and build rapport easily with people from different races. High-quality telecommunications. Are you facing the dilemma of deciding where to outsource some of your non-core business activities?