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How CSPs can leverage automation to deliver superior customer service (Reader Forum)

In the competition for customers’ business, communication service providers (CSPs) are emphasizing their commitment to customer service. In fact, an Ernst & Young survey discovered that 68% of global telecoms executives ranked customer experience management as a top strategic priority. And yet, once providers win...

Kagan: AT&T Ready to Go improves wireless customer experience

AT&T Ready to Go is a great service idea whose time has finally come. Instead of you going to the store to buy your next smartphone or tablet, what if a service representative came to you? That’s exactly what AT&T Mobility has been doing...

Forget about telecom call centers – here’s how to build a chatbot (Reader Forum)

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, explains how telecom service...

Kagan: T-Mobile US tries to win users with “uncarrier” care

Great customer care and customer service is a winning strategy for any company. All the great companies have a strong focus on this area. Seeing this as a way to strengthen their own customer relationships, T-Mobile saw this as an opportunity. So, their most...

NFV and cloud investments stressed in Oracle survey

Oracle releases survey noting main issues facing service providers and potential solutions Oracle recently conducted a new global survey titled “The Communications Cloud: CSPs Take on Tomorrow,” polling the top challenges facing customer service providers (CPS) and how they might be overcome. The survey found...

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