TechSee

NOVEMBER 27, 2024

When customers interact with a company, their expectations revolve around receiving prompt, attentive, and tailored communication. Tailored Communications Personalized service interactions involve understanding and addressing the unique needs and preferences of each customer. Encourage employees to escalate customer concerns promptly.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

InMoment XI

DECEMBER 10, 2024

To see what this can look like in action, read this customer story to learn how this large Telecommunications organization parted with InMoment to identify the root cause of customer churn and identified $6 million in at-risk revenue ! Focus on Proactive Outreach Proactive communication is an important part of re-engaging at-risk customers.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha explains how she instituted her own method of the three Rs: read, research, and reapply.

Telecommunications 120

Telecommunications White Paper Culture NPS 120

TechSee

FEBRUARY 10, 2025

Here’s how AI agents like Sophie AI move the needle: Higher First Contact Resolution (FCR) Visual communications provide instant clarity to both the customer and the remote support agent. A leading telecommunications provider improved FCR by 30% by leveraging a multimodal AI approach to troubleshooting.

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so

Telecommunications 345

Telecommunications Customer Journey Mapping Metrics Touchpoint 345

Customer Bliss

FEBRUARY 21, 2019

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha explains how she instituted her own method of the three Rs: read, research, and reapply.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

TechSee

OCTOBER 17, 2024

The Power of Visual Engagement Visual service, powered by AI, enables companies to transcend the limitations of traditional communication channels. Regular communication and feedback loops are essential for maintaining alignment and addressing any challenges that may arise.

White Paper 109

White Paper Customer Satisfaction Telecommunications Download 109

TechSee

JUNE 9, 2022

TechSee, which enables remote support without dispatching technicians or other human resources, is already used by five of the top ten European and North American telecommunications carriers. WebRTC (Web Real-Time Communication) is a mechanism that enables real-time communication via API to web browsers and mobile applications.

Telecommunications 109

Telecommunications Contact Center E-support Call Center 109

TechSee

OCTOBER 31, 2018

Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX). Artificial intelligence (AI). Artificial Intelligent applications are revolutionizing the way telecoms operate, optimize and provide service to their customers. With Gartner forecasting that 20.4

2019 100

2019 Telecommunications Average Handle Time Call Center 100

InMoment XI

APRIL 24, 2024

In the dynamic landscape of healthcare, where patient care is paramount, the role of healthcare contact centers has emerged as a vital component in ensuring seamless communication and efficient service delivery. What is a Healthcare Contact Center? Why Does Healthcare Need Contact Centers?

Contact Center 195

Contact Center Healthcare Insurance Social Media 195

Magellan Solutions

APRIL 22, 2021

Call center agents mostly communicate via phone and tools for recording the data gathered. This marks proactive communication as an effective way to reduce costs and raise loyalty. As the name suggests, telecom services are designed to help telecommunication companies maximize their work output and improve their core functions.

Telecommunications 52

Telecommunications Call Center Contact Center Customer Service Representative 52

Very Best Service

FEBRUARY 8, 2025

Industries Excelling in Social Customer Service Telecommunications Telecom companies manage a vast customer base, leading to frequent inquiries about service disruptions, billing, and technical support. Travel and Hospitality The travel and hospitality sector thrives on timely communication.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

InMoment XI

JANUARY 16, 2024

Telecommunications Interactive Voice Response (IVR) Systems: Telecommunications companies utilize AI-driven IVR systems to efficiently route customer calls. Multichannel Support Consider AI software that supports various communication channels, including voice, chat, email, and social media.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

TechSee

JANUARY 7, 2020

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases.

Customer Retention 136

Customer Retention Telecommunications Loyalty Programs Wireless 136

TechSee

MARCH 7, 2023

Patricia Smith, VP of Customer Support, Hotwire Communications – Patricia was a finalist at the 2023 Stevie Awards for Customer Service, as Woman of the Year. She is the key driver in providing the vision, direction, and leadership to lead the Hotwire Communications Service Center.

2023 207

2023 Contact Center Leadership Hospitality 207

Ecrion

JUNE 12, 2018

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? At its core, CCM — there’s that acronym — IS the management of customer communications, but it’s more than that. Only then do you drive off.

Communication 59

Communication Management Document Telecommunications 59

Ecrion

JUNE 12, 2018

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? At its core, CCM – there’s that acronym – IS the management of customer communications, but it’s more than that. Only then do you drive off.

Communication 59

Communication Management Document Telecommunications 59

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Implications: Product Development: Develop AI models that analyze customer data (purchase history, browsing behavior, demographics, sentiment) to predict individual needs and preferences.

Customer Service 59

Customer Service E Commerce Social Media Travel 59

Alida

MARCH 23, 2017

Telecommunication companies are under immense pressure to provide better, faster services. Instead, NPS is often driven by the last experience a consumer had with a communications provider. According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.”

NPS 133

NPS Net Promoter Score Loyalty Telecommunications 133

TechSee

FEBRUARY 1, 2021

Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX). Artificial intelligence (AI). Emerging trends in telecom sector. AI applications are revolutionizing the way telecoms operate, optimize and provide service to their customers.

2021 107

2021 Telecommunications 2025 Average Handle Time 107

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets.

Wireless 180

Wireless Telecommunications NPS Chief Customer Officer 180

Optimove

APRIL 13, 2023

Moreover, given that every customer is unique and will have their preferred method of communication, a key strategy to elevate engagement will be the execution of multichannel campaigns – 37% more effective than single-channel ones. The post Can Optimove Help Telecommunications Brands Optimize Marketing Performance?

Telecommunications 52

Telecommunications Brands Marketing Multi-Channel 52

InMoment XI

FEBRUARY 1, 2024

While structured data can be seen as the mathematics of human behavior, unstructured data is pure, unadulterated human communication. Regulatory Compliance: Ensuring Communication Standards We live in a time with increased scrutiny of companies’ regulatory compliance.

Social Media 195

Social Media Metrics Telecommunications Insights 195

Centriam Customer Experience Lab

MARCH 26, 2019

billion telecommunications company. 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.

Webinar 22

Webinar Wireless NPS Telecommunications 22

Alida

MARCH 21, 2018

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. How insight-driven companies improve and enhance NPS. Better still, Alliant has improved the overall customer experience.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Up Your Service

JUNE 16, 2015

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? But this world is rapidly changing, if not already gone.

Telecommunications 88

Telecommunications Government Entertainment Loyalty 88

TechSee

JANUARY 2, 2018

A remote visual communication platform enables customers to transmit images and videos of their claims to contact center agents for immediate incident assessment. Shorter, because visual claims eliminate the requirement for a site visit, as well as the lengthy back-and-forth email communication with the customer.

Insurance 116

Insurance Telecommunications Contact Center Document 116

Lumoa

JULY 21, 2022

During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand. In the telecom context, customer experience management is the practice of creating a seamless and efficient ecosystem that’s conducive to communication between client and provider.

Customer Experience 88

Customer Experience Telecommunications CEM Net Promoter Score 88

Guavus

MARCH 31, 2020

Clearly, social distancing and self-isolation mean that telecommunications has become an elevated essential service, which of course, begs the urgent question: how will communications service providers (CSPs) meet the challenge of their new critical role in our changed world? People communicate much more than in normal times.

Communication 83

Communication Social Media Sports Events 83

Beyond Philosophy

SEPTEMBER 27, 2017

Bill Nelson (D-FL) stepped in and wrote a letter to nine telecommunications companies asking them to provide rebates for service fees during outage periods and issue a 60-day moratorium on late fees. Helping Customers in a Crisis Starts with Communication. Customers were so upset that Sen.

Wireless 117

Wireless Telecommunications Financial Webinar 117

Think Customers

FEBRUARY 26, 2015

Net neutrality advocates scored a major victory today when the Federal Communications Commission approved net neutrality regulations by a 3-2 vote. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Telecommunications 71

Telecommunications Customer Engagement Blog Communication 71

ijgolding

MARCH 1, 2018

It is very likely you have read various articles over the last few years describing how the UK’s communication service providers are struggling to cope with constant market change. Additionally, global customer experience benchmarking studies confirm that communication providers are lagging well behind companies in other industries.

Communication 54

Communication Telecommunications Article Customer Experience 54

ViiBE Blog

MAY 2, 2024

In a world where connectivity is paramount, telecommunications companies are constantly seeking innovative ways to optimize customer experience. By enabling real-time visual communication between technicians and customers, remote visual support offers significant potential to enhance service quality in telecommunications.

Telecommunications 52

Telecommunications Customer Experience Customer Satisfaction Communication 52

ViiBE Blog

MAY 2, 2024

In a world where connectivity is paramount, telecommunications companies are constantly seeking innovative ways to optimize customer experience. By enabling real-time visual communication between technicians and customers, remote visual support offers significant potential to enhance service quality in telecommunications.

Telecommunications 52

Telecommunications Customer Experience Customer Satisfaction Communication 52

Quadient

JUNE 1, 2022

Quadient Named an IDC MarketScape Cloud Customer Communications Management Leader. The IDC MarketScape: Worldwide Cloud Customer Communications Management Applications 2022 Vendor Assessment is now available, and I am thrilled to announce that Quadient was once again named a Leader! Marissa Feigen. Wed, 06/01/2022 - 14:07.

Communication 52

Communication Management Multi-Channel 2022 52