Price may be the assumed number one factor for customer loyalty to telecommunications provider services, but quality of service actually tends to rate higher than cost. See why telecommunications providers need to consider the customer experience holistically when addressing the elephant in the
The numbers tell the story. High costs and poor rankings continue to plague telecommunications organizations and their traditional customer care call center operations. See how two key areas of the brain—one that controls reactive response and one that orchestrates proactive response—may be the key
Telecommunications organizations cannot ignore the need to engage in the moment by quickly and accurately predicting or detecting network and device problems that may affect the customer experience. Engaging in the moment requires proactive approaches to customer care that can greatly minimize
As the energy and utilities industry undergoes a consumer-centric shift, how can organizations remain among the best in their class? In an industry in which customer satisfaction has become a pivotal competency, discover how you can meet the needs of your increasingly empowered customers.
The customer experience may not end with social media, but it can certainly begin there. Companies that use social media to connect have a direct line to customers, allowing them to keep in touch with their customers and enhance their marketing strategies while combating churn.
What if telecommunications companies could reduce the number of incoming calls while lowering churn and increasing revenue? If this sounds too good to be true, then take a look at a new proactive customer care solution that can help companies modernize their customer service and save millions.
The traditional banking model is changing as fiercer competition and heightened customer expectations of digital banking put the customer experience at the top of the priority list. Banks are leveraging predictive analytics solutions to enhance targeting via customer segments and to provide custom
IBM provides the latest predictive analytics techniques to help organizations along on the journey to big insights. Innovative approaches in the IBM solution portfolio include sophisticated tools for geospatial analytics, text analytics and entity analytics. Take advantage of IBM’s active and
Customer service in communications organizations is often based on archaic models. The time is ripe for a new model that applies predictive and real-time analytics to reveal hidden patterns in data, which in turn can be used to transform service calls into positive customer experiences.
Traditional indexes and measures of customer satisfaction can be good ways to determine how satisfaction for services varies over short time periods, but a Net Promoter Score approach offers an even deeper look into how a customer feels holistically about the service.
When an organization sets out to become more customer-centric, lots of changes have to happen. Employees—from senior executives to the frontline—must change and adopt new behaviors and mindsets. Processes and technologies must change to reflect the company’s customer-centric desires. Large-scale
We have grown accustomed to online retailers as they’ve tracked our online shopping activities from item to item and site to site. When we are online, we have come to expect the “if you like this, you might also like that” promotions, since they enhance our shopping experience. But now, when brick
How CSPs are Transforming Call Centers to Lower Churn, Costs and Stress
The day in the life of a call center agent can be very stressful, especially when information needed to solve the customer problem is not accurate, not up-to-date, not consolidated and not immediately available. Slow service