Sub Industry: Communication

Analytics helps a leading online TV service provider improve complaints handling and boost customer satisfaction

Background The client is a division of 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 call centres handled customer support for its streaming and on-demand content services covering approximately 2.5 million UK and Irish subscribers.

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

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