Competitive Advantage, First Call Resolution, Self Service and Telecommunications

Vodafone – Global Innovator Chooses AR Remote Assistance

TechSee

DECEMBER 4, 2018

Vodafone Group plc is a multinational telecommunications conglomerate committed to customer service excellence. VodafoneZiggo, UK and Portugal then expanded TechSee’s service within their operations and additional OpCos launched Vodafone Visual Support, including Vodafone NZ , Spain, Turkey, South Africa, Ireland and Greece.

Innovation

Innovation Self Service Telecommunications Customer Satisfaction

Advance from Personalization to Customer Journey Orchestration

Pointillist

SEPTEMBER 10, 2020

For example, a telecommunications provider might promote new mobile phones for a customer who is due for an upgrade. Costs have doubled for this journey, as first call resolution (FCR) has fallen from 65% to 30% and call volume has increased significantly.

Customer Journeys

Customer Journeys Touchpoint Interaction Net Promoter Score

Customer Experience Update

Vodafone – Global Innovator Chooses AR Remote Assistance

Advance from Personalization to Customer Journey Orchestration

Webinars

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