Communications Industry

Your Average Handle Time Could Be Better

It’s become a bit of a cliché to point this out, but time is a precious commodity these days. And nobody wants to spend theirs jamming out to hold music...
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Communications Industry

Designing Business Processes for Live Chat in Customer Service

Delivering service in the channels customers prefer, as they need assistance, is one of the reasons Live Chat is gaining more acceptance and satisfaction as it matures. In fact, Forrester...
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Communications Industry

Self-Service: Give Customers the Attention and Experiences They Crave

Consistent, easy, and efficient experiences are the key to customer satisfaction and loyalty. There’s no single way to provide great customer service. Rather, it takes a variety of perspectives and...
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Communications Industry

Outsourced Enterprise Broadband Provisioning Improves Time-to-market, Margins and Order-to-Cash

Cloud computing infrastructures, mobility and software defined networks (SDNs) are driving strong demand for fixed broadband services for both enterprise, small and midsized businesses. Telco and cable companies have the...
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Communications Industry

The next multi-billion dollar opportunity for US Telco and Cable providers

Cloud services are being adopted across the business spectrum, with small and medium-sized businesses (SMBs) leading the way in many market segments. This presents a multi-billion dollar market for US...
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Communications Industry

Delivering a Successful Chat Program for Telecom Digital Care Customer Service

Today’s Communications Service Providers (CSP) are facing a fast-paced evolution in the availability of the products and services they provide. Connectivity and cable TV are considered nearly ubiquitous to customers....
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Communications Industry

Mobile, Broadband and Media Service providers Need a Strategic Approach to Mobile Care

When the iPhone 5 was released, over 2 million units were sold in the first 24 hours. According to Pew Research, as of January 2014, 90% of American adults own...
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Communications Industry

Demand is High for Social Customer Care in Telecoms

Companies no longer control the terms of engagement with customers for service and support. It is customers who initiate conversations, using whichever channel they find most comfortable or convenient. More...
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Communications Industry

How Interactive Digital Care Improves Issue Resolution

Interactive care, a form of digital care that includes online and video chat, self-help tools and online FAQs, is the most preferred type of customer service and support after traditional...
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Communications Industry

Lay the Foundation for Customer Analytics in the Contact Center

Data is nothing new to the contact center. Companies have been collecting data for as long as they’ve been serving customers. What’s new is what the data is being used...
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Communications Industry

Flexibility Overrules Specs for Customer Service Delivery

Today’s contact centers are becoming the central hubs for the delivery of customer experience and activating advocacy. Channels have exploded and customers are embracing more of them. From social media...
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Communications Industry

Contact Center Agility Saves Companies from Seasonality

Seasonality that spikes customer demand for products and services can be due to a variety of events from holiday periods to conference events and product launches. For business managers with...
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Communications Industry

Customer Service Must Flex to Meet Customer Demand

Contact centers serve as a lifeline for connecting customers with their Communications Services Providers (CSPs). When customer service is disrupted, corporate brand and reputation suffers. While you might be tempted...
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Communications Industry

Customer Service Should Be More than a Transaction

Contact center operations have traditionally been based on managing transactions. The proof is in the disconnected key performance indicators (KPIs) and the way they’re used to evaluate contact center vendors....
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Communications Industry

Use the RFP to Challenge Contact Center Vendors

Requests for proposals (RFP) have been the foundation of procurement processes for decades. The assumption has been that vendor responses to the same set of requirements will allow a more...
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Communications Industry

Customer Service Influences Business for Communication Service Providers

As lines of business within communication service providers (CSPs) strive to transform legacy services from siloed products to integrated experiences, they should look to the contact center for help in...
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Communications Industry

Reducing Customer Problems Provides Differentiation for CSPs

When your competitors are offering to buy out your customers’ contracts to get them to switch, there’s no time to waste in improving the customer experience. This is especially true...
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Communications Industry

How Context Influences Satisfaction with Communications Brands

Lines of business look to customer service to increase adoption of products and ensure that customers have a good experience with them, increasing their lifetime value and willingness to buy...
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Communications Industry

Why You Should Look Beyond the RFP for Contact Center Vendors

Requests for proposal (RFPs) are commonly used to solicit solutions from suppliers that meet defined requirements. In the case of contact centers, there are nuances that your specifications may be...
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Communications Industry

Improve Customer Service with Vendor Collaboration

Few things are more certain today than the changing nature of customer expectations. One of the most difficult demands to meet is the customer’s expectation that their experience with your...
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Communications Industry

Use the Contact Center to Balance Customer Experience Design

Customers are more demanding than ever. Most of them expect a lot of customer service agents. They expect to resolve an issue on their first attempt. If that’s not possible,...
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Communications Industry

Don’t Be Fooled by Awards Bestowed on Customer Support Vendors

When evaluating contact center and customer support vendors it’s wise to pay attention to their level of visibility in the marketplace. There are no “best-kept-industry secrets.” The vendor you select...
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Communications Industry

Why CSPs Should Outsource Customer-Facing Support Operations

A complete customer-facing support infrastructure is growing in complexity. Factoring in people, management structure, telecom platform, technology, information, process and workflow development, and agent lifecycle takes a concerted effort. It’s...
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Communications Industry

CSPs Use Self-Service to Improve Customer Affinity

Communications services customers are becoming more self-reliant—more adept at finding the information they need on their own. This has also created a trend of fleeting loyalty across industries as more...
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Communications Industry

Support Vendors Bring Built-In Benefits to Improve Customer Experiences

Communications Service Providers (CSPs) have always provided customer service. But, the way it’s been approached in the past will not deliver the experiences that meet the expectations of the customers...
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Communications Industry

Evaluating Contact Center Vendors Is Not Apples to Apples

The specifications and requirements included in a contact center RFP are often driven by the customer service executives with input from third parties and research. If the project is to...
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Communications Industry

CSPs Can Grow Business by Embracing Change in the Contact Center

A Tier 1 communication service provider (CSP) contact center can receive up to 1M calls per day. How customer-facing resources—or customer service representatives—are used, can have a demonstrable impact on...
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Communications Industry

CSPs Can’t Afford to Let Social Media “Just Happen”

Changes to customer needs and preferences are nonstop, including the adoption of social media. Many communication service providers (CSPs) have been slow to adopt social media and instead have resorted...
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Communications Industry

Flip Customer Service from Inside-Out to Outside-In

Given the constant flux in the business landscape, customer experience is very much about managing for and adapting to change. The contact center is probably where the greatest number of...
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Communications Industry

Telecoms Onboard Customers for the Long Haul

The transition from purchase to customer is a critical step in the customer lifecycle that must be maximized if Communication Service Providers (CSPs) want to increase customer loyalty and lifetime...
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Communications Industry

Telecom Customers: Advocates or Antagonists?

The relationship between contact center transactions and telecom customer needs must lean heavily toward the customer, rather than the company. Smart phones and mobile devices are playing larger roles in...
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Communications Industry

Use Contact Centers to Identify Customer Intent

Customer satisfaction (CSAT) is an attitude in response to a moment in time or call center experience. Loyalty is a behavior based on the ability to sustain that moment-in-time happiness...
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Communications Industry

Modern Contact Centers Inform Customer Experience Strategy

Back in the days when contact centers were considered a cost of doing business, good enough service and quieting the “squeaky wheels” as efficiently as possible were the chief objectives....
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Communications Industry

Contact Center Vendors Help Telcos Adapt to Customer Needs

Customer service is built on fundamentals that arguably are the same today as they were 20 years ago; providing satisfactory resolution to customer inquiries and issues. And this is not...
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Communications Industry

What You Should Expect From Call Center Vendors

It’s become standard practice for telco’s to outsource their customer contact centers, hoping to drive both cost savings and performance improvements along the way. But not all vendors are created...
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Communications Industry

Make CSAT Tangible to Prove the Value of Customer Experience

Creating better customer experiences has often been based more on gut instincts or isolated data than on a process for continuous improvement. The subjective nature of customer satisfaction has made...
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Communications Industry

Telecoms Need a Quantum Leap in Customer Centricity

To engage customers beyond basic subscription levels, telecoms will need to make a quantum leap in customer centricity by enhancing customer intelligence capabilities for personalized offers and service. Retaining customers...
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Communications Industry

Selecting Contact Center Vendors Goes Beyond Specs

As procurement professionals step into a more strategic role for telecom companies, one thing becomes clear: what looks good today may not bring the most value when things change. While...
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Communications Industry

The Cost of “Good Enough” Customer Support

Telecoms are working hard to make advances in products and network coverage to stave off advances by OTT vendors, such as Apple, Google, and Microsoft. But, if the investment you’re...
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Communications Industry

The Human Imperative for Telecom Contact Centers

Delivering superior customer support is arguably tougher than it’s ever been. The bar has been raised through greater communications industry competition and explosive volume in new services, making it difficult...
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Communications Industry

Telecom Contact Centers Provide Customer Understanding

Big data has created big promises. But the data that can go beyond insights to understanding is no longer in traditional databases. It’s also not fully represented by monitoring online...
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Communications Industry

Telecom Contact Centers: From Service to Sales

As competition for customers intensifies, it becomes increasingly important for telecoms service providers to retain the customers they already have. This task becomes more challenging as product and service offerings...
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Communications Industry

Telecoms Gain Innovation with Specialized Support Services

Every telecom provider must operate a contact center. Delivering customer support, however, is often considered a commodity, rather than a specialty, when it comes to selecting an outsourced provider. With...
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Communications Industry

Contact Centers Help Telcos Play to Win

It is no secret that customer retention and subscriber growth are critical to the survival of many telecom companies. To grow and combat threats coming from new competitors, including over-the-top...
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Communications Industry

Telecoms Must Share the Vision with Contact Centers

Customer experiences are not delivered the same way as they were only a few years ago. Customer expectations have changed and so have the channels where they choose to transact...
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Communications Industry

Contact Centers Help Telecoms Prioritize “Customer-First” Initiatives

Competition for wireless, internet and cable TV customers is fierce. Markets are saturated, margins are shrinking and commoditization is the order of the day. In an attempt to capture opportunities...
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Communications Industry

Contact Centers: The Business Intelligence Agency for Telecoms

Telecom executives are often focused on customer acquisition to the exclusion of customer happiness and retention. Customer service executives know the true sustainability of the company requires an ability to...
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Communications Industry

Contact Center Vendor Evaluation: Current vs. Future Needs

Evaluating a contact center vendor is a complex exercise in assessment. Every Communication Service Provider (CSP) has an evaluation process in place in their office of procurement. But, when’s the...
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Communications Industry

Customer Experience is the End Game for Telecoms

As the communications landscape has shifted, Communication Service Providers (CSPs) can no longer rely on being “good enough” to drive business. Telecoms are not generally considered as value-added services providers,...
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Communications Industry

Telecom Carriers Face the Age of Consumer Choice

Mobile users freely admit that they are totally reliant on their smartphones, according to research conducted by CMO Council. Most of them also contend that they will continue to use...
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Communications Industry

Focused Training Helps a Tier One Carrier Provider Achieve Quad Play Sales Success

Competition among mobile telecom operators is at an all-time high, with the added twist that providers are dealing with a saturated market in most developed countries. Mobile penetration in these...
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Communications Industry

Design Contact Center Processes to Benefit from Analytics

In the last post, we discussed four components for designing processes based on insights from analytics used to improve the customer experience and deliver on contact center operational goals. In...
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Communications Industry

Conventional Wisdom Can Fail Contact Center Process Design

In the first post of this series on using customer insight analytics in the contact center, we discussed how to lay the foundation by answering what loyalty means to your...
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