Sub Industry: Telecom

Turn your customer service cost center into a value center in 2021

Insights for Telecommunications executives A new revenue opportunity: Contact centers evolve to generate profit The role of contact centers in the Telecom industry is transforming from a service-oriented cost center to a relationship-driven value center. The increased customer adoption of remote and digital channels is providing an invaluable opportunity to

3 tools to evaluate your progress on chatbots

Regardless of where you are on the chatbot journey here are three tools to help you evaluate your progress – chatbot strategy framework, maturity model and chatbot performance benchmark scorecard.

Leading online TV service provider improves complaints handling and boost customer satisfaction using advanced analytics

Background The client is a division of a pan-European telecommunications company, offering subscription-based internet television and video-on-demand services in the UK, Ireland and Italy. Business challenge The online TV service provider’s contact centers handled customer support for its streaming and on-demand content services, covering approximately 2.5 million UK and Irish

A leading UK communications company increases website conversions by 250%

Background NOW TV is a leading UK-based telecommunications player that provides no-contract subscription internet television, broadband internet, and landline telephone services. Since its launch in 2012, NOW TV has changed the way UK viewers watch the latest movies, TV series and exclusive live sports through pay TV. Today, 4% of

Towards a new normal for telecoms

Richard Elwell, Vice President Solution Architecture at Firstsource Solutions, looks at how and why the telecommunications industry should embrace a new approach to customer experience