Customer Bliss

DECEMBER 28, 2018

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. This was a really great conversation.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

eglobalis

FEBRUARY 3, 2025

Example: A telecommunications company using Medallia improved its customer retention rate by 10% by addressing feedback related to service quality and billing issues. Solution: AI-powered feedback analysis tools like SAP Qualtrics and Medallia automate the analysis of customer feedback, identifying trends and actionable insights.

B2B 381

B2B Customer Experience 2014 2015 381

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.

Telecommunications 120

Telecommunications White Paper Culture NPS 120

eglobalis

MARCH 30, 2025

For example, telecommunications providers track Twitter for outage reports or service complaints; a sudden cluster of angry tweets about network issues alerts them to a problem long before a formal survey would. Well see how they leverage technology to listen at scale, using telecom and utilities as key examples.)

Banking 312

Banking NPS B2B Social Media 312

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.

Telecommunications 111

Telecommunications White Paper Culture NPS 111

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. corporations and telecommunications carriers, the company has extensive experience and a proven. Implementation Process. Terilogy Co.,

Telecommunications 109

Telecommunications Contact Center E-support Call Center 109

TechSee

FEBRUARY 10, 2025

A leading telecommunications provider improved FCR by 30% by leveraging a multimodal AI approach to troubleshooting. 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.

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

TechSee

OCTOBER 31, 2018

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. With Gartner forecasting that 20.4 Robotic Process Automation (RPA) is a form of business process automation technology based on AI.

2019 100

2019 Telecommunications Average Handle Time Call Center 100

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 ! Addressing these drivers allows you to enhance satisfaction, loyalty, and retention.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

CX Accelerator

AUGUST 19, 2019

In my last role where I was managing the CX program for a large, nationwide telecommunications company I created a dashboard which had all the headline metrics on the first page (which satisfied executives and 90% of readers) but had an additional 4 pages of data to satisfy the needs of the other 10% who wanted more granular detail.

Telecommunications 345

Telecommunications Customer Journey Mapping Metrics Touchpoint 345

TechSee

NOVEMBER 27, 2024

Telecommunications leaders that implemented TechSee have successfully improved customer experience and dramatically cut costs across service operations: 51% improvement in customer satisfaction (CSAT). Real-World Results Businesses that cultivate a customer-centric culture often witness increased market presence and customer loyalty.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

TechSee

OCTOBER 17, 2024

Real-World Success with Sophie AI TechSee’s visual AI has delivered significant results for businesses across various industries: Telecommunications: Reduced truck rolls by 45%, improved CSAT by 51%, and increased NPS by 47%. Smart Home: Decreased product returns by 25% and improved customer satisfaction by 18%.

White Paper 109

White Paper Customer Satisfaction Telecommunications Download 109

PeopleMetrics

JANUARY 30, 2025

A telecommunications company we work with now uses AI to identify customers likely to churn based on subtle changes in survey feedback patterns. This revelation led to meaningful changes in their service recovery program. This allows them to intervene before problems escalate.

Telecommunications 110

Telecommunications Social Media Hospitality 2017 110

Magellan Solutions

APRIL 22, 2021

As the name suggests, telecom services are designed to help telecommunication companies maximize their work output and improve their core functions. Telecom BPO services can only be put into maximum use if applied to the telecommunication industry. . The post What Is A Telecommunications Call Center appeared first on.

Telecommunications 52

Telecommunications Call Center Contact Center Customer Service Representative 52

Experience Investigators by 360Connext

MARCH 16, 2015

Please tell me a little about your needs. Jon Drachenberg Jon Drachenberg is 360Connext''s administrative assistant and go-to guy!

Events 223

Events Customer Experience Webinar Telecommunications 223

InMoment XI

AUGUST 19, 2024

TELUS Leading the telecommunications industry, TELUS is Canada’s fastest growing telecommunications company with more than 13.1 Whether it be personal, business, health, or security oriented, TELUS offers a full scale of innovative telecommunication products and services. million customer connections.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

TechSee

NOVEMBER 4, 2024

Telecommunications: Streamlines customer support by enabling technicians to remotely diagnose and troubleshoot issues with customers’ devices, reducing the need for costly on-site visits and improving first-time fix rates.

Telecommunications 109

Telecommunications Customer Satisfaction Insurance Call Center 109

Customer Bliss

SEPTEMBER 19, 2017

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. In this role, she was responsible for defining both the company’s national sales growth and vertical-specific product development.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

CSM Magazine

OCTOBER 30, 2024

The event also honored organizations like the Telecommunications and Digital Government Regulatory Authority (TDRA), Virgin Mobile UAE, Nakheel Community Management, NX Digital Technology, and Dubai Holding Community Management for their customer-centric initiatives.

Telecommunications 52

Telecommunications Innovation Customer Service Government 52

InMoment XI

APRIL 24, 2024

By leveraging advanced technology such as AI-powered chatbots, predictive customer analytics , and telecommunication tools, these centers streamline workflows, reduce wait times, and optimize resource allocation. The benefits of healthcare contact centers extend beyond mere convenience.

Contact Center 195

Contact Center Healthcare Insurance Social Media 195

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

InMoment XI

JANUARY 16, 2024

Telecommunications Interactive Voice Response (IVR) Systems: Telecommunications companies utilize AI-driven IVR systems to efficiently route customer calls. These chatbots can help with order tracking, product information, and even suggest personalized recommendations based on the customer’s browsing history and preferences.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

Optimove

APRIL 13, 2023

The post Can Optimove Help Telecommunications Brands Optimize Marketing Performance? When that happens, the results can be truly transformative. To learn more about how you can use Optimove to understand your customers and utilize their data for personalized marketing, contact us. appeared first on Optimove.

Telecommunications 52

Telecommunications Brands Marketing Multi-Channel 52

TechSee

FEBRUARY 1, 2021

AI applications trending in the telecommunications industry use advanced algorithms to look for patterns within the data, enabling telecoms to both detect and predict network anomalies, and allowing operators to proactively fix problems before customers are negatively impacted.

2021 107

2021 Telecommunications 2025 Average Handle Time 107

Alida

MARCH 23, 2017

Telecommunication companies are under immense pressure to provide better, faster services. 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

OCTOBER 2, 2019

The industry that experiences the highest rates of churn is telecommunications, with 52% of those surveyed reporting that they canceled a phone, internet, TV or cable contract with a telecom company in the past 24 months due to the quality of customer service they received. Customer churn is widespread.

Customer Service 164

Customer Service Social Media Telecommunications Customer Retention 164

Win the Customer

DECEMBER 23, 2024

Example: A telecommunications company could deploy a voice assistant that can help customers troubleshoot network issues, understand their billing statements, and even make changes to their service plans through voice commands.

Customer Service 59

Customer Service E Commerce Social Media Travel 59

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. Social media offers a real-time platform to address these concerns efficiently.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

CX Accelerator

AUGUST 19, 2019

In my last role where I was managing the CX program for a large, nationwide telecommunications company I created a dashboard which had all the headline metrics on the first page (which satisfied executives and 90% of readers) but had an additional 4 pages of data to satisfy the needs of the other 10% who wanted more granular detail.

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

CX Accelerator

AUGUST 19, 2019

In my last role where I was managing the CX program for a large, nationwide telecommunications company I created a dashboard which had all the headline metrics on the first page (which satisfied executives and 90% of readers) but had an additional 4 pages of data to satisfy the needs of the other 10% who wanted more granular detail.

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

Customer Bliss

MARCH 29, 2017

Shortly after retiring from UPS, I was recruited to take on a new challenge as CEO of a mid-cap telecommunications solution company. These priceless UPS values help solidify customer loyalty as evidenced by their 1.6 million pick-up, 8.7 Little did I know that I had a lot more to learn about honesty, culture and purpose.

Leadership 208

Leadership Culture Telecommunications Customers 208

Centriam Customer Experience Lab

MARCH 26, 2019

billion telecommunications company. A customer experience transformation is underway at Cable & Wireless, a $3.6

Webinar 22

Webinar Wireless NPS Telecommunications 22

TechSee

DECEMBER 21, 2022

Visual Intelligence is deployed at over 1000 companies including 6 of the top 10 global telecommunications companies, 2 of the top 3 home builders in the U.S., TechSee’s Visual Intelligence platform, which delivers augmented reality, live video, and computer vision runs on AWS. and half of the Fortune 500 electronics manufacturers. .

Telecommunications 21

Telecommunications 2022 Employee Experience Technology 21

GetFeedback

AUGUST 7, 2019

Field Service Lightning is most commonly used for industries like public utilities and transportation, vending machine services, telecommunications, waste management, financial services, retail, professional services, manufacturing, and child care. Set up GetFeedback Actions to follow up with dissatisfied customers.

Telecommunications 170

Telecommunications Transportation Feedback Customer Satisfaction 170

InMoment XI

SEPTEMBER 1, 2022

Why Is Customer Retention Important?

Customer Retention 195

Customer Retention Telecommunications Customer Journey Mapping Automotive 195

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

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.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252