Communications​
Competition for communications customers is fierce. At Firstsource, we help you keep your customers by putting connections first: combining services, in-store and digital interactions and FAQs into a frictionless journey that keeps customers engaged from support to service, advising and upselling:
It’s CX made personal, efficient and available right where your customers need you.
“As experts in our member experience, with the analytics capability to help us monitor, moderate and improve their journeys, Firstsource were the perfect choice for giffgaff to partner with.
By working with Firstsource to develop our contact response system, we have been recognised as best in class at the uSwitch Awards. We’re looking forward to continuing to work with Firstsource in the future to deliver the best member experience possible.”
Head of Member Services
Map frictionless customer journeys through our IDEA CX Consulting and Digitally Empowered Customer Experience: from product and technical support to complaint resolution, disputes and more. All with AI and a human touch.
Our Just-in-time workforce solution uses a mix of onsite and remote agents and gig workers to help scale up quickly. It’s people first, and turbo-boosted by technology
Connect with your customers when and wherever they want and increase their satisfaction while you reduce calls and costs with a responsive messaging strategy.
Revolutionize customer service by taking it to the metaverse. Train agent avatars on new tech and test router placement in virtual replicas of customer homes. Endless possibilities await!
US telecom and media company saves $4M annually by supporting contact center associates with digital assistants
Broadband provider shows complex voice support can be handled offshore
US telecom giant uses advanced analytics to rapidly increase cross-selling performance
Moments of delight:
How to translate operational excellence into powerful customer experiences
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Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.
Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.
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