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 Company Culture NPS 111

eglobalis

OCTOBER 30, 2024

Real-World Examples of AI-Driven Improvements in Employee Experience Vodafone (Europe) Vodafone , the British multinational telecommunications company, has integrated AI into its recruitment and onboarding processes. The company uses AI-driven chatbots to engage with candidates and automated tools to screen resumes.

Employee Experience 386

Employee Experience Customer Experience Employee Engagement Telecommunications 386

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 Video Contact Center e-support 109

Optimove

APRIL 24, 2023

The post Optimizing Marketing Performance for Telecommunications Brands appeared first on Optimove.

Telecommunications 76

Telecommunications Brands Marketing 76

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. The telecommunications industry is not known for its high-quality customer service. Keeping customers engaged is crucial, especially in an industry as saturated as the telecommunications vertical. .

Customer Experience 221

Customer Experience Telecommunications CEM Customer Journeys 221

eglobalis

NOVEMBER 3, 2024

A great example of adaptability in B2B is Nokia , the Finnish telecommunications and networking company. Nokia’s CX strategy reflects this adaptability, as the company continuously gathers feedback from clients in telecommunications, transportation, and energy sectors to adjust its offerings.

B2B 442

B2B Culture Innovation Loyalty 442

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.

Industry 100

Industry Telecommunications Trends Self Service 100

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.

Customer Journeys 345

Customer Journeys Telecommunications Metrics Touchpoint 345

Lumoa

JUNE 4, 2018

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.

Analytics 284

Analytics Net Promoter Score Customer Experience Marketing 284

ECXO

AUGUST 2, 2023

The telecommunications industry is susceptible to consumers’ different priorities in times of economic hardship – many consumers will stick with the handset they already have or shop around for a cheaper deal elsewhere, even if the monthly pay package offers less data or perks.

Consumers 296

Consumers Industry Telecommunications Return on Investment 296

Kerry Bodine

JANUARY 29, 2019

Banking and other financial services firms accounted for over a third of those in our study—followed by the telecommunications, computer software, and utilities industries, which each accounted for more than 5% of journey managers. We also looked at the industry category listed for each journey manager’s current company on LinkedIn.

Management 234

Management Apparel Chief Customer Officer Telecommunications 234

eglobalis

DECEMBER 17, 2024

For example, predictive AI in telecommunications has reduced churn rates by detecting service disruptions and addressing them pre-emptively. McKinsey highlights a shift towards predictive care , where AI tools analyse patterns in customer behaviours, usage, and sentiment to identify pain points.

Net Promoter Score 221

Net Promoter Score Effort Score B2B NPS 221

AWS Machine Learning

DECEMBER 12, 2023

Vodafone is transitioning from a telecommunications company (telco) to a technology company (TechCo) by 2025, with objectives of innovating faster, reducing costs, improving security, and simplifying operations. Thousands of engineers are being onboarded to contribute to this transition. Why is machine learning important to Vodafone?

Telecommunications 134

Telecommunications Training Chatbots CRM 134

AWS Machine Learning

MAY 8, 2024

The telecommunications industry is more competitive than ever before. This outstanding achievement not only underscores the robustness of the solution, it also highlights its pivotal role in fortifying Dialog Axiata’s position as a leading player in Sri Lanka’s highly competitive telecommunications landscape.

Telecommunications 130

Telecommunications Effort Score Training Analysis 130

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 Effort Score 195

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 Customer Journeys Roadmap Telecommunications 97

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 Contact Center Software Insurance 195

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-support Telecommunications 195

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 Survey Feedback 170

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 Industry Telecommunications Effort Score 136

ijgolding

MARCH 1, 2018

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. That is where your help is needed!

Communication 136

Communication Survey Telecommunications Study 136

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

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 Customer Journeys Telecommunications NPS 180

NICE inContact

DECEMBER 9, 2015

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.

Customer Service 188

Customer Service Contact Center e-support Call Center 188

NICE inContact

OCTOBER 5, 2016

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 honor of National Customer Service Week , we are going to take a closer look at things, from the CSRs’ perspective.

Telecommunications 185

Telecommunications Policies Customer Service Representative Financial 185

NobelBiz

JANUARY 30, 2024

Call blocking is considered to be a significant challenge for businesses that are reliant on telecommunication. Initiated by both telecommunications carriers and end-users, call blocking is mostly aimed at preventing unsolicited or unwanted calls. Table of Contents What is Call Blocking?

Call Center 103

Call Center Telecommunications Contact Center Self Service 103

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.

Customer Journeys 182

Customer Journeys Telecommunications 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.

Customer Journeys 182

Customer Journeys Telecommunications Metrics Touchpoint 182

Lumoa

DECEMBER 15, 2022

For banking and telecommunication companies, customer surveys will likely be your largest pool of customer feedback. It’s especially important as a telecommunications, retail, or banking brand, as you deal heavily with customer service. Most of the interactions customers have with you are either…. On your website or mobile app.

Voice of Customer 221

Voice of Customer Analytics Social Media How To 221

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.

Survey 164

Survey Customer Service Social Media Telecommunications 164

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.

Trends 107

Trends Industry Telecommunications Chatbots 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 Company 133

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.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Kerry Bodine

AUGUST 14, 2020

Can you give some examples of identifying a journey in the telecommunications industry? Zeroes in on a specific goal, task or challenge for your customers with a defined beginning and end. You can find more on each of these four criteria in my blog post Which Customer Journeys Should You Map? Design The Journey.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Uniphore

JANUARY 24, 2022

A 50% decrease in after call work effort for a major European telecommunications provider. And the results speak for themselves: Agent onboarding cut from 6 weeks to 6 days (an 80% reduction) for a global financial BPO. Average handle time cut by 2 minutes for a healthcare service leader. The list goes on…. Learn More.

Call Center 130

Call Center Average Handle Time Telecommunications eBook 130

Calabrio

JULY 5, 2016

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. rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100.

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

NICE inContact

OCTOBER 30, 2019

We will hear from Brandon Wade, Telecommunications Manager at RentPath , on how they have involved agents, increased agent buy-in, and boosted the quality of their customer interactions. To dig deeper on these strategies, you are invited to join us for How to Engage Agent in Your Quality Process on Tuesday, November 5 th. at 12 PM Eastern.

Engagement 120

Engagement Management Contact Center Telecommunications 120