Centriam Customer Experience Lab

MARCH 26, 2019

A customer experience transformation is underway at Cable & Wireless, a $3.6 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.

NPS 57

NPS Wireless Telecommunications Data 57

Beyond Philosophy

MAY 3, 2018

The T-mobile/Sprint Merger reduces the national wireless carriers in the U.S. The Communications Workers of America, the union for telecom workers, predicts a loss of 20,000 U.S. Former Federal Communications Commissions’ chairman Tom Wheeler credits the four-carrier model in the U.S. wireless landscape.” Cecilia Kang.

Wireless 113

Wireless Competitive Advantage Consulting Airlines 113

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

CSM Magazine

AUGUST 10, 2023

CCS’s new NS3 agreement builds on the success of its predecessor, Network Services 2, continuing to offer core network services such as site-to-site and site-to-cloud (wide area network), satellite and 5G connectivity, as well as local area wireless network access, and unified communication solutions.

Groups 52

Groups Wireless Government Customer Journeys 52

Alida

JANUARY 29, 2018

The experiment used Twitter data to study customer service interactions in two industries that are rife with customer service complaints: airlines and wireless carriers. “We Public communications might prompt others to join in. Even more important is the speed with which you acknowledge these customers.

Social Media 133

Social Media Wireless Airlines Loyalty 133

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.

Consumers 62

Consumers Wireless Consulting Communication 62

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

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

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

CustomerGauge

MAY 24, 2017

Among many were their wireless headphones Apple now calls AirPods. The AirPods put an end to the endless unraveling of wire headphones and offered a more effortless music/communication Apple experience. Apple’s AirPods hit NPS® of 75 In a spectacular event last september, Apple unveiled their latest groundbreaking product and features.

NPS 60

NPS Wireless Communication 60

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

Alida

OCTOBER 20, 2017

About 43 percent of respondents have implemented tools to enable patients and providers to communicate through online messaging services. Consumers want the same responsiveness and convenience from health care providers they expect from their wireless carriers, Internet service providers and banks. Patients put themselves first.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

Talkdesk

MAY 5, 2020

We do not recommend using a wireless type headset for professional long-term usage for the following reasons: As battery levels drop, the range also decreases, causing potential issues with sound transmission. Wireless headsets can suffer from interference from other wireless devices in the area. WiFi is a shared resource.

Contact Center 60

Contact Center Wireless Connections Travel 60

GetFeedback

MARCH 11, 2019

SMS are a very personal communication channel so you should treat it as such — there’s no better way to show that you care about the feedback. Shortcodes are phone numbers generally 5 to 6 digits long made specifically for commercial use and mass mobile communications. You should also follow up when the customer gives a response.

Survey 170

Survey Wireless Feedback Consumers 170

BirdEye

DECEMBER 7, 2021

The mobile phone is the communication device of choice, and texting has become people’s preferred mode of communication. ‍The case for using SMS in business communication is undeniable. You won’t have to use your personal number to communicate with customers. How times have changed. Create templates.

How To 98

How To Multi-Channel Wireless Software 98

Education Services Group

JULY 22, 2021

Grew employee base by 15%, adding skills such as project/program management, digital marketing and automation, solution design, internal communications, and Customer Success management. Wireless networking global leader. Added two net new clients through outside sales & marketing efforts. Medical billing and consulting firm.

Customer Success 52

Customer Success Wireless Contact Center Software Consulting 52

West Monroe

OCTOBER 26, 2022

Historically, telecommunications were built into the business case for each specific use case or application that it supported—communications networks were purpose-built, SCADA communications networks went into the SCADA business case, and AMR/AMI communications went into the AMR/AMI business case. Utilities in the U.S.

Telecommunications 52

Telecommunications Transportation Policies Wireless 52

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

Vonage

OCTOBER 22, 2015

Better communication – in terms of using your contact system to identify the issues that are causing high numbers of queries and providing the answers customers are likely to require upfront. Wireless and mobile. Ten Critical Technologies to Transform Customer Engagement. Image by Pixabay.

Technology 120

Technology Customer Service Gamification Wireless 120

CSM Magazine

JUNE 1, 2022

Both options are necessary for constant communication with your team members and will be your primary mode of working. Eliminate unnecessary cords by buying a wireless charging device. The trick is to find the right tech that suits your exact needs. The first piece of equipment you’ll need is a laptop or desktop computer.

Wireless 52

Wireless Video Connections Communication 52

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

Instead, NPS is often driven by the last experience a consumer had with a communications provider. For example, if a wireless carrier customer has a history of frustrating interactions, but the last experience happened to be relatively good, they may answer an NPS survey differently.

NPS 133

NPS Net Promoter Score Loyalty Company 133

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. Wireless text messaging is widely used in the U.S.;

Wireless 60

Wireless Marketing Advertising e-support 60

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. See how your company can reference these results. or display a badge for top 10% and industry leaders.

Airlines 120

Airlines Insurance Wireless Banking 120

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Additionally, they offer wireless service in more than 200 destinations around the world, not to mention a variety of subsidiaries. Sprint knows these challenges well.

Wireless 49

Wireless Customer Success Telecommunications Customers 49

Beyond Philosophy

SEPTEMBER 27, 2017

So it shouldn’t come as a big surprise, that, faced with an outage crisis, the telecoms paid attention to work crews and getting service restored, but gave little thought to communicating with their customers. AT&T, for example, sent this text to its wireless customers in Florida: “…we’d like to help out during this difficult time.

Wireless 117

Wireless Telecommunications Financial Customer Experience Professionals 117

CSM Magazine

MARCH 30, 2022

This research highlights the importance of building flexibility into your communication systems so that you can personalize your service to meet the needs of different customers. It’s all about delivering a consistently great experience across every communication channel.”. USRobotics – Data communications products.

Self Service 59

Self Service Customer Service Wireless Government 59

Oracle

JULY 16, 2020

For example, a person might be ordering a type of wireless device for their home. The World Factbook , published by the CIA, with information on the history, people and society, government, economy, energy, geography, communications, transportation, military, and transnational issues for 267 world entities.

Data 83

Data Wireless Government Transportation 83

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

CX Accelerator

APRIL 11, 2018

Karin's developed this FREE communication tool (you can download here) to help you have weekly discussions with your employees to be sure everyone is focused on what matters most. Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. Karin was named on Inc.'s

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

Call Experts

AUGUST 26, 2021

They give businesses flexibility in communicating important news, updates, or safety alerts and can be sent out in emergencies. Some of the most critical aspects of preparing for an employee mass notification system include knowing who to contact and what information to communicate with them. Mass Notifications and Emergency Planning.

Wireless 52

Wireless e-support System Communication 52

CSM Magazine

JUNE 22, 2020

These hardware items are essential for communicating with staff and customers alike. While you may already have communication hardware, you may want to consider upgrading to newer models. This type of software eliminates human error and also removes any personal feelings from the processes of delegating hours to employees.

Technology 52

Technology Self Service Wireless Software 52

TechSee

OCTOBER 10, 2019

A collaborative contact center provides a better overall customer experience, as agents can communicate with each other in real time without putting callers on hold or introducing other elements of friction. Power’s Highest in Customer Service among Full-Service Wireless Providers prize twice in a row.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

Clarivate

JANUARY 19, 2024

The Chinese economy’s future hinges on innovation, prompting increased investment in R&D in strategic technology areas such as AI, wireless communication, and biopharmaceuticals. Question 1: What are your predictions for the IP legal space in 2024?

Industry 59

Industry Wireless Trends Financial 59

Oracle

JULY 14, 2020

It also enables 2-way communication between the shopper and the business to fine tune the contactless curbside experience. It’s critical that these remote workforces have the infrastructure and tools necessary to communicate and collaborate with other employees or customers via phone, email, chat, video, and messaging.

Trends 111

Trends Customer Experience Wireless Consumers 111

Centercode

SEPTEMBER 14, 2020

Consumers rely on wearables like smartwatches, wireless earbuds, and connected fitness products to enhance a wide range of daily activities, from measuring vitals for both proactive and reactive health care to improving their overall quality of life. In 2019, the number of wearable shipments jumped over 80% with a new high of 118.9

Wireless 92

Wireless Connections Feedback Industry 92

CSM Magazine

FEBRUARY 24, 2021

MetTel , a digital transformation and communications leader, has announced that its employees have won two Stevie® Awards for Customer Service & Call Center Individual Categories in the 15th annual Stevie Awards for Sales & Customer Service. These restaurants were facing imminent service interruption due to nonpayment. About MetTel.

Customer Service 52

Customer Service Government Wireless Contact Center 52