customer care

Target said they will start saying ‘hello’ to the customer again, but is it enough? Improving customer care is different for each company. Target, the giant retailer, recently announced that it will say “hello” to customers on the sales floor. …

Can Verizon Consumer Group CEO Sowmyanarayan Sampath improve customer care? Verizon could be onto something important. They are said to be shifting their focus back to improving customer care and customer service. Sowmyanarayan Sampath, CEO of their consumer unit recently …

Perception is an important piece of the puzzle for every successful company. It is vital to communicate your story so investors, customers, the media, regulators, and in fact, everyone perceive the company as growing, moving in the right direction and …

Ever since Alexander Graham Bell invented the telephone, AT&T has been one of America’s crowning achievements. Over time it grew into one of the best-known and strongest brands. Then about twenty-five years ago things started to unravel for Ma Bell. …

T-Mobile US refined focus on customer care earns J.D. Power recognition In August last year T-Mobile US launched “Team of Experts,” its answer to the ubiquitous complaints about poor customer care from telecom companies. Now the operator, looking to win …

Industries are turning to chatbots to deal with customer care interaction. It’s no wonder why — they can easily deliver answers and solutions via a simple user interface any time of the day. In this article, Olivier Engel of Sicap, …

EVP of customer care discusses T-Mo’s success FORT WORTH, TEx.–As T-Mobile US has catapulted itself ahead of other wireless carriers in customer growth, its customer care and engagement strategy has been a fundamental part of its “un-carrier” positioning. Callie Field, …

New Verizon Enterprise offering is aimed at better mobile device integration, multimedia customer care Verizon Enterprise has launched a new offering that integrates a mobile device-based multimedia experience into customer care interactions, so that customers and agents can not only speak but …

Vendors increase support for AI, analytics, 5G A number of product launches this week aim to help operators navigate an increasingly software-centric world by better leveraging their networks and moving toward becoming digital businesses. At TM Forum, Netcracker made its most …

Mobile telecom operators are in a prime position to take advantage connecting the digital experience for consumers Digitalization of services has driven convergence across industries leading to a very fast rise of the connected, demanding and influential consumer leading to …

Verizon Wireless edged T-Mobile in customer care, while questions swirled around T-Mobile’s long-term viability as a lone entity … 11 years ago this week Editor’s Note: RCR Wireless News goes all in for “Throwback Thursdays,” tapping into our archives to …

OpenMarket sees strong potential from mobile messaging to improve customer interactions Editor’s Note: With 2016 now upon us, RCR Wireless News has gathered predictions from leading industry analysts and executives on what they expect to see in the new year. …

In today’s increasingly connected society, mobile phones have clearly become a necessity, with recent research from Ofcom revealing that in the U.K. alone, 93% of adults own or use a mobile phone. This year, 1.35 billion smartphones are expected to …

Telecommunication service providers – both telecom and cable providers of Internet, video, voice and wireless service, commonly referred to as “telcos” – have had a rough ride in recent years. This highly concentrated, highly regulated industry has experienced a series …

We are in the midst of the mobile age, a time in which consumers are continually connected through a series of mobile phones, tablets, smart watches and other devices. It’s hard to believe we have gone from using mobile phones only “in …

January’s Consumer Electronics Show and the recently concluded Mobile World Congress event in Barcelona, Spain, punctuated a fact fairly obvious to anyone in attendance or following from afar: Connected devices are here in a big way. They continue to weave …

Editor’s Note: With 2015 now upon us, RCR Wireless News has gathered predictions from leading industry analysts and executives on what they expect to see in the new year. As the grip of smart mobile devices grows tighter on our …

Editor’s Note: In an attempt to broaden our interaction with our readers we have created this Reader Forum for those with something meaningful to say to the wireless industry. We want to keep this as open as possible, but we …