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. Do you work in a telecommunications organization?

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. CARE = Connect/Acknowledge/Resolve/Empower.

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.

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. 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.

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

Forrester's Customer Insights

The report “Connected Solutions Are A Catalyst For Tech-Driven Innovation” highlights how technology-driven innovation by telcos and network equipment vendors can help CIOs from outside the telecoms sector with their innovation initiatives.

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

Vision Critical

Telecommunication companies are under immense pressure to provide better, faster services. Winning over a customer’s loyalty may just boil down to how fast an issue can be resolved, or how easy it is to connect with a real human when the internet’s down. Connect with me on LinkedIn.

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

Forrester's Customer Insights

Our key observation still holds true: The traditional connectivity-centric business model will work only for few telcos with a low-cost base.

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. Better connections, faster speeds and more convenience are now expected. What’s happening in the industry?

Introducing GetFeedback for Field Service Lightning

GetFeedback

Connect your GetFeedback survey to your Salesforce org. Get visibility into the onsite service experience and take immediate action to improve your field service operations. We’ve all experienced the dreaded four-hour window waiting for cable service installation.

Lumoa raises €650 000 seed funding to take AI-powered customer experience analytics to the new markets

Lumoa

Leading companies in healthcare, telecommunications and banking across Nordics already benefit from real time Net Promoter Score (NPS) analytics that can handle feedback in all major languages. Ali Omar , growth-entrepreneur and investor, who has led companies from 0 to €100M revenue, comments that “Lumoa is special because it connects customer feedback to actionable insights, bridging the gap between a company and its customers.

4 AI Trends that will Transform the Telecom Industry in 2019

TechSee

billion connected devices will be in use worldwide by 2020, more and more CSPs are jumping on the bandwagon, recognizing the value of artificial intelligence applications in the telecommunications industry. “Alexa, launch Netflix!”.

What is an IVR (Interactive Voice Response)?

NICE inContact

I dial the number and find that the agent I am connected with is completely up to date on everything: she knew what I had ordered and where I am and after commiserating with me a little, immediately gave me a number of options on how to deal with this situation. Widely used for telecommunication signaling, it enables a caller to execute some basic interactions with a telecommunications platform by using their telephone keys.

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.

ROI 288

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services. In this example, VoC would reveal negative customer sentiment immediately, allowing the telecommunications company to course-correct. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

Amazing Business Radio: Jason Bradshaw

ShepHyken

Connection: The emotional connection an employee feels. He created his first business at fourteen, selling telecommunications and computer equipment. How can you connect with your employees on a deeper level? It’s All About CEX. Building a Community of Champions.

Building a CX Dashboard

CX Accelerator

It raises awareness in and engages employees in what you’re trying to achieve in the CX department by connecting achievement of CX outcomes to business success. If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation.

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. This can make things very convenient for the customer, and it means that it can be harder to establish trust and loyalty because there isn’t that intimate connection between brand and customer. Every business is different, and so is every customer.

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

Magellan Solutions

We live in a small world which becomes more interconnected through the widespread use of various gadgets, software applications, and high-powered internet connections. High-quality telecommunications.

Visual Claims: The insurance process of the future

TechSee

The visual claim process itself is easy and quick The adjustor can simply establish a live video connection with the customer (no app download necessary) in order to easily review and visually communicate with the customer through augmented reality tools.

March Madness! Events for Customer Experience Excellence

Experience Investigators by 360Connext

While delighted to help create a better living experience through improving the customer experience with 360Connext, Jon also enjoys cooking, decorating, squishing his toes in the mud, and connecting with his creative side in any way he can. It’s that time of year again! Who says March Madness is only for car dealerships and mattress stores!? We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different!

CX Experts We Love

Wootric CX Blog

Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.” Her specialty is connecting with audiences to help them emotionally connect with those they serve. Why do we love whom we love?

Vodafone – Global Innovator Chooses AR Remote Assistance

TechSee

Vodafone Group plc is a multinational telecommunications conglomerate committed to customer service excellence. At TechSee, we take pride in collaborating with forward-thinking companies, providing them with the innovation required to achieve a better connected tomorrow. .

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

Magellan Solutions

High quality telecommunications. The country has been known to have a well-developed telecommunications infrastructure relative to other countries in Asia Pacific region. It’s a small world after all.

How Artificial Intelligence Brings Out the Humanity in CX

Smarter CX

In other words, AI has the potential to help humans develop a stronger connection to their humanity. For instance, telecommunications leader Vodafone can predict network and device problems before they arise.

Innov8tif to Integrate ID R&D Passive Facial Liveness for Remote Customer Onboarding and Digital ID Verification

CSM Magazine

Through EMAS, IDLive Face is now enabling self-service SIM registration for a major telecommunications service provider. Software provider to incorporate industry’s only fully passive anti-spoofing biometric solution to improve customer experience and strengthen security.

IFS & Astea Announce Definitive Agreement to Strengthen Global Leadership in FSM Business

Astea

With a similar heritage of rich customer and industry focus, and decades of market expertise, Astea serves midsize and large enterprise customers in Telecommunications, Controls & Instrumentation, Fire & Security, Medical Devices, Manufacturing, Industrial and Retail Equipment verticals.

The Extra Mile or The Last Mile?

CX Journey

According to Investopedia, the last mile is: a phrase used in the telecommunications and technology industries to describe the technologies and processes used to connect the end customer to a communications network. Image courtesy of S.O.O.C

Amazing Business Radio: Jason Bradshaw

ShepHyken

Connection: The emotional connection an employee feels. He created his first business at fourteen, selling telecommunications and computer equipment. How can you connect with your employees on a deeper level? It’s All About CEX. Building a Community of Champions.

Columbia Sportswear Takes Customer Service to the Cloud

NICE inContact

In 2010, Kristina Coker, Enterprise Mobility & Telecommunications Engineer, created a Request for Proposal (RFP) with a long wish list of ideal characteristics of a new contact center system including: Support for a wider range of communication channels. We can easily add more agents regardless if they’re working from home or elsewhere – all they need is a computer and internet connection.”.

Amazing Business Radio: Jason Bradshaw

ShepHyken

Wow is about connecting with your customer and delivering just a little above their expectations – all the time. At just fourteen-years-old, he started his own telecommunications and hardware distribution business.

A 6-Year Chief Customer Officer Role Roadmap, With Libby Duane Adams – CB69

Customer Bliss

Prior to Alteryx, Libby was a leading sales representative for the media, advertising, telecommunications and automotive industries at Strategic Mapping, a provider of spatial analytics and mapping software. Episode Overview.

5 Insights About Sourcing and Developing Strategic Partnerships

BlueOcean

It’s about the people we bring to the table and the people the vendor brings to the table connecting. Let’s make sure our stakeholders and our senior leadership have a strong connection with this partner.

Top AI-Powered Self-Service Innovations to Watch at MWC Barcelona 2019

TechSee

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed.

For the outsourcing newbie: How to outsource a customer service call center?

Magellan Solutions

The call center should have an amazing inbound platform, redundancy for power and telecommunications, 24/7 operations, call recording, help desk, etc. Its facility is designed for continuous operations with redundancies on power, connectivity, VoIP providers, and solutions platform.

Customer experience, authenticity and other themes at the 2016 APAC Customer Intelligence Summit

Vision Critical

Providing a great workplace requires: – connection. Australia-based insurance firm IAG took home the Visionary award, beating out finalists Philippines-based telecommunications company Globe Philippines, media giant NewsCorp and Australian telco Telstra.

Why Values Matter to Your Customers

Customer Bliss

Shortly after retiring from UPS, I was recruited to take on a new challenge as CEO of a mid-cap telecommunications solution company. Your values are the foundation of that bridge, which connects vision and strategy to your go-to market product or service.

Augmented Reality Remote Assistance – The Complete Guide

TechSee

The original concept of remote assistance is based on a technician’s ability to use a remote connection to temporarily view or control a computer or a mobile device over a network or the Internet in order to help solve software issues. Examples include guiding customers through cleaning their washing machine filters, helping buyers unbox and install a smart security camera, troubleshooting TV error messages or cable wiring issues, or fixing Internet connectivity, as in John’s experience.

Are You There, Company? It's Me, Your Customer.

PeopleMetrics

It's about connecting with your feedback-providing customers directly to acknowledge that their voice has been heard. Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate.