Japan’s transcosmos and NTT Launch Demo of Virtual Contact Center in the Metaverse
By Alex Gaw October 18, 2022
The Japanese organizations transcosmos and NTT Communications recently launched a demo test of a virtual contact center in the metaverse that sought to find new ways of working for remote employees in the post-pandemic era, consolidating both...
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Customer Authentication – Efficiency Is Important to Ensuring a Good Experience
By Keith Kirkpatrick October 17, 2022
One of the key issues that still plagues customer-facing organizations is the account authentication process; essentially, making sure that the person contacting customer support with an issue is either the account owner, or an authorized user....
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Providing Real-Time Feedback to Improve CX
- By Keith Kirkpatrick October 5, 2022
One of the biggest challenges faced by telecommunications companies is providing a good experience throughout the entire customer journey. However, friction that occurs during that journey, from the initial product research phase to the purchase...
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Improving the Onboarding Process to Improve CX
- By Keith Kirkpatrick September 1, 2022
For telecommunications companies—which are always in fierce competition to attract and retain customers—the onboarding process is the inflection point in the customer relationship. If the interaction goes smoothly, it can engender positive...
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Supporting Live Agents with Robust Technology Is Still Key to Enabling Excellent CX
- By Keith Kirkpatrick August 17, 2022
Customer experience (CX) is defined as the totality of a customer’s experience with a product, brand, or service, encompassing all interactions pre, during, and post transaction. Communications service providers (CSPs) are faced with myriad...
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Utilizing Automated Ticket Correlation to Improve CX Responsiveness
- By Keith Kirkpatrick July 1, 2022
The delivery of excellent CX is driven by a variety of factors, but the ability to handle customer service and support issues quickly and efficiently cannot be overlooked, particularly in the hyper-competitive telecommunications sector. The...
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Leveraging 5G to Provide Friction-Free CX
- By Keith Kirkpatrick June 7, 2022
Industry trade group GSMA estimates that by the year 2025, the number of 5G connections will reach 2 billion, up from 1 billion in 2022. Moreover, by the end of 2025, 5G will account for over one-fifth of total mobile connections, and more than two...
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Is Zero-Touch the Answer for Telcos?
- By Keith Kirkpatrick June 6, 2022
It is no secret that telecommunications operators are in the middle of massive changes, from the growth of online streaming services to the launch and expansion of 5G services. While these new product and service types can present new opportunities...
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Consolidation is Causing a Rebranding Bonanza in Broadband
By Sue Marek April 15, 2022
Astound Broadband, Fidium, AltaFiber, Breezeline, Brightspeed—these are just a few of the new brands for broadband services that have been introduced over the past year. While many of these new brands are a result of a merger or divestiture,...
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T-Mobile to Revamp Enterprise Business with New Customer Care Focus
- By Sue Marek March 25, 2022
T-Mobile is making some key organizational changes to its executive team in hopes of migrating some of its “un-carrier” energy and customer service expertise from its consumer division to its enterprise group. The operator announced earlier...
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Optimizing CX for Mobile Interactions
- By Keith Kirkpatrick March 24, 2022
While desktop and laptop computers are still dominant for productivity tasks in the business world, the use of mobile devices has clearly become ubiquitous for consumers. According to research focused on the mobile market conducted by Data.ai, the...
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Ditching the Script for Better Telecom Customer Interactions
- By Keith Kirkpatrick March 22, 2022
Due to the vast array of options telecom providers offer their customers, interactions with customers traditionally have incorporated mechanical-sounding scripts, often beginning with IVR systems or artificial intelligence (AI) based-agents, and...
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