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.

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.

How Telefonica O2 got Customer Experience & Services so Wrong, and 27 Principles to save O2 Chaotic Experience

eglobalis

Customer Experience Customer Relationship Humans Experience #CEM #USA #canada Bad services Customer experience Customer Services customer success CX Germany japan O2 rude services Telecommunications TelefonicaTo say that the marriage between Telefonica and O2 is bad, is an understatement.

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

12 Customer Service Challenges Faced by Fast-Growing Industries

Merlin

Telecommunications. From prepaid vs. postpaid, mobile broadband, and smartphones, telecommunications companies encounter a huge amount of customer queries and complaints regarding their products and services each day.

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?

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

Teletech

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.

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

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.

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.

NPS 94

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

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.

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 […].

How TELUS Used iPerceptions’ Audience Solutions To Double Their Retargeting Conversions

iPerceptions

With over 12 million subscribers, TELUS is one of Canada’s largest telecommunication companies. To continue to grow its subscriber base, TELUS currently runs several retargeting campaigns, with great success. Digital Marketing

The State of UK Communication Service Providers Survey

ijgolding

Stratmetrix.com are conducting a study in the UK, seeking to understand which telecommunication service providers explicitly have which customer experience issues and what could be done to improve them.

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 261

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.

NICE 2012 Consumer Survey Report: Findings and Implications for Service Providers

Customer Interactions

The survey focused on their interactions with providers of financial, telecommunications, travel and hospitality, and healthcare and insurance services NICE announced today the findings of its annual Consumer Channel Preference Survey. NICE polled around 2,000 people between the ages of 18 and 65, living in major metropolitan areas in the United States, the United Kingdom, and Australia.

What Cable Providers Can Teach Your Business About Customer Service

Calabrio

While it’s true that cable providers have had their problems in the past, the latest Telecommunications Report from the American Customer Satisfaction Index (ACSI) tells us that customer opinion for some of these companies is actually on the rise.

Favorite Customer Service Providers of the Year Announced

CSM Magazine

Telecommunications: Loop Communications. Winners of the 2018 People’s Choice Stevie Awards for Favorite Customer Service, a worldwide public vote, have been announced.

Bernett Fact Sheet

Confirmit

Their experienced team of project coordinators provides deep expertise in telephone data collection, including best practices for constructing telephone surveys and dialing plans that boost response rates and compliance with TCPA and other telecommunications regulations.

Magellan Solutions’ Exec Attends CeBIT, SODEC 2017

Magellan Solutions

Such exhibitions are expected to fully enhance Magellan Solutions’ telecommunications and call center technologies to provide better clientele satisfaction.

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.”

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.

How To 159

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.

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.

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.

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

Think Customers

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

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.

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.

Why Effortless Experience Is a Necessary Customer Service Business Strategy

StellaService

This tiny telecommunications provider has managed to stay alive and profitable for over 114 years with outstanding customer service. An effortless experience has helped Richmond Telephone Company stay afloat against telecommunications giants.

Magellan Solutions is here because of its people. – Fred Chua, Magellan Solutions CEO

Magellan Solutions

Another one is a telecommunications company that started partnering with Magellan Solutions with just 25 agents that grew to 400 agents. This September 2016, Magellan Solutions is celebrating its 11 years in the BPO industry.

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).

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.

New Research Confirms – Honey Preferred Over Vinegar, Part Two

inContact

As a former CSR myself (approximately three years with very well-known telecommunications provider and two years with a large financial institution) I can personally corroborate these results. In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Love Your Customers And They Will Love You Back – Nienke Bloem, Customer Experience Consultant and Keynote Speaker

Customer Guru

Subsequently, she served as the Manager of Customer Experience at KPN, a Dutch telecommunications company, where she was hugely successful in making the organization more customer-centric. Nienke Bloem is an acclaimed Customer Experience (CX) consultant and a distinguished keynote speaker on CX. Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP).

4 Reasons Why Perception vs. Process Delivers Service Excellence

Up Your Service

One telecommunications company we work with planned to upgrade their technology platform. In a previous article, we explored the difference between Perception Points vs. Process Points in Service Delivery. Focusing on process improvement is a key strategy for business success.

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.