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!

Mobile Industry Trends in Insurance, Banking and Telecommunications

ResponseTek

3) Telecommunications Embraces Over-the-Top Services and Texting. The telecommunications industry has the unique position of providing consumers with the mobile network and capabilities they desire, while also attempting to enhance their customer experience through this same channel. New mobile strategies within insurance, banking and telco are picking up speed, and while these verticals are at different maturity stages, all three stand to make huge returns from their investments.

Net Neutrality Is Dead – Long Live Common Sense

Forrester's Customer Insights

internet of things (IoT) media networking service-level agreements (SLAs) telecommunications servicesMy fellow Americans, the FCC has finally acted on its promise to repeal the regulations known at Net Neutrality. This move has been a magnet for political debate by those on both extremes. Ignore those people. They are only wasting your time. If you become spellbound by the media circus, your competitors will be busy […].

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

Vision Critical

Telecommunication companies are under immense pressure to provide better, faster services. Research Business Strategy Customer Experience customer experience Market Research customer loyalty Net Promoter Score telecom telecommunications

Broken Guitars and Broken Promises

Fresh MR

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? 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. Now she adds NICE’s 2013 PSAPs’ Finest Telecommunicator of the Year Award to her growing list of accolades.

Back Office Integration Coming to the Forefront in Customer Engagement

Verint

We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service. However, the melding of customer service capabilities with traditional back office functionality, such as order tracking, fulfilment, billing, and new account creation has been slow to occur.

For Telecoms, These Three Automation Benefits Mean a Better Customer Experience

Peppers and Rodgers

Customer Experience TIME (Telecommunications, Internet, Media, Entertainment) customerexperience telecomDespite its nostalgic undertones, the term "traditional" used to describe technology now substitutes as code for old and expensive. Rather, the transition to digital brings with it the promise of increasing customer loyalty, and for telecoms, digital adoption could be the industry's saving grace. There’s more… To read the rest of this blog posting click here.

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

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?

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

Verint

Voice of the Customer Contact Centers Voice of the Customer Analytics Customer Satisfaction Customer Service Customer Experience Mobile customer engagement optimization Call Centers digital Customer Feedback digital disruption customer engagement customer focus contact center customer churn Opinionlab digital feedback call center telecommunications broadband continuous improvement

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.

Touch Commerce: Should It Be Part Of Your Mobile Strategy?

iPerceptions

Deloitte’s Technology, Media, and Telecommunications Predictions identify the trends that will inform industry strategic thinking over the next year. Every January I look forward to Deloitte’s TMT predictions.

Podcast: The Secret to Happier Customers? Think Simple and Digital

Bain

As head of Bain’s Telecommunications practice in Europe, the Middle East and Africa, Fred has been helping companies tap digital technology to radically simplify their customer experience, using Bain’s Simple & Digital approach.

Journey Mapping: Start With Your Hypothesis

Heart of the Customer

I had just led a discussion on journey mapping best practices, where representatives from organizations as diverse as telecommunications, healthcare, and even government swapped ideas and asked questions […].

The Community Business Model Helps Drive Successful Customer Engagement

Forrester's Customer Insights

age of the customer communications community management telecommunications servicesIn the age of the customer, companies need fast access to scalable expertise, transparent costs, and agility in order to quickly adjust customer experiences to changing requirements. Community-based business models are gaining momentum as companies aim to intensify their customer engagement activities with relevant and great customer experiences.

Colt Proves NPS® is More Than Just a Number

CustomerGauge

As businesses in the telecommunications industry continue to battle for customer loyalty, one company sets itself on the right track to become the most customer centric data center provider.

For Today’s Customers: Make it My Way or No Way!

Wired and Dangerous

With the advent of sophisticated computer and telecommunications advances plus just-in-time manufacturing, organizations have taught customers they can “Have it your way.”. Customers today start young wanting everything their way. A teddy bear is now Build-a-Bear workshop.

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

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right

Brad Cleveland

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

Tailoring the Customer Journey

Wired and Dangerous

With the advent of sophisticated computer and telecommunications advances plus just-in-time manufacturing, organizations have taught customers they can “have it your way.”

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.

First Year CX: Some Keys To Success from TSIC

Think Customers

TSIC is an international provider of telecommunication services with headquarters in Stockholm, Sweden, and offices in 14 other countries.

First Year CX: Some Keys To Success - A Q&A With TSIC

Forrester

TSIC is an international provider of telecommunication services with headquarters in Stockholm, Sweden, and offices in 14 other countries. In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for their burgeoning CX program.

Can proactive customer retention efforts backfire?

Arie Goldshlager

Please also note a similar study on managing “walking dead” customers: The walking dead are “customers who currently maintain service but whose next action will be to discontinue all services, an important economic consequence to the firm,” according to a new study that examines how the customers of a telecommunications firm acquire and discard services over time.

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

Vision Critical

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. Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership.

5 Insights About Sourcing and Developing Strategic Partnerships

BlueOcean

Peter Longo is an accomplished Supply Chain Executive with 20 + years of experience in the healthcare, pharmaceutical, and telecommunications industries in both the public and private sectors.

Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

For the telecommunications industry in Australia, for example, search your company name on Whirlpool.

Redefining Service for the New World of Work

Up Your Service

In telecommunications and healthcare organizations. The nature of work keeps changing. And it’s determining who wins and who loses. Mass production defined work in the 20th century. Jobs became a well-defined set of tasks organized into a scalable working structure.

Service as Competitive Advantage: Creating New Value vs. Sustaining Predictable Results

Up Your Service

But in a competitive global market where products are commoditized and speed of delivery easily matched, quality service is a key differentiator in every industry – including financial services , manufacturing, high tech IT , telecommunications , logistics, and more.

Columbia Sportswear Takes Customer Service to the Cloud

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. From its humble beginnings as a hat business founded by German nationals who fled Europe in 1938, to a global corporation with five brands, Columbia Sportswear is made up of real people who are passionate about the outdoors.

Customer Service Satisfaction across the Globe

Merlin

Media & Telecommunications – 0.8% The first thing that comes to mind when you hear the words “customer service” is something bad because social media has made itself a portal for rants and feedback to bad customer service.

Amazing Business Radio: Jason Bradshaw

ShepHyken

At just fourteen-years-old, he started his own telecommunications and hardware distribution business. Jason Bradshaw Explains Wow is Not About Champagne, Caviar, or Fireworks. How can you create the best experiences for your customers?

Visual Claims: The insurance process of the future

TechSee

These devices may include in-vehicle telecommunication systems (telematics), smart smoke and CO detectors, and alarm systems. Customer satisfaction and experience are important for every industry, and insurance is no exception.

How to Create Your Punch List for Quick CX Wins

360Connext

Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless.

Taking a Faster Approach to Addressing Customer Churn

Think Customers

Customer churn is a big problem for companies, especially in industries such as telecommunications where annual churn rates average between 10 percent to as much as 67 percent, according to the Database Marketing Institute.

5 Things Your PSAP Should Look for in Its Next Quality Solution

Customer Interactions

Telecommunicators will need to have the ability to process new media formats and make decisions based on those inputs. How was the telecommunicator interacting with the systems? Did the telecommunicator enter the right information? Targeted coaching and training – Getting telecommunicators ready to handle NG9-1-1 is going to require training. We make decisions in split seconds all the time. But few are as critical as those made during 9-1-1 calls.

If Your Customer Experience Is Still Bad After Great Training & Coaching, This Is Probably Why

Myra Golden

An Australian call center in the telecommunications industry stopped scoring agents on productivity metrics like these, and began focusing on meeting customers’ needs. Story highlights. Making customers jump through hoops to get problems resolved ruins the customer experience.