Quadient

SEPTEMBER 28, 2020

What Covid-19 has Taught Telecoms about Customer Experience Management. As a result, there are certain customer experience requirements that have come to the fore and if telecom service providers are lax in meeting them in any way, they face certain business risks. . Stephanie Clarke. Mon, 09/28/2020 - 16:27.

Customer Experience 52

Customer Experience Management Self service Telecommunications 52

Fonolo

JANUARY 20, 2020

As it turns out, their phone channel is a fail: According to CTV , the CFIB “found 49 per cent of the 200 test calls made by CFIB employees in June 2019 couldn’t be completed due to excessive wait times, blocked calls or disconnects.” This white paper explores key areas that are sure to shake up the industry.

Customer Service 117

Customer Service Contact Center Call Center Healthcare 117

Uniphore

DECEMBER 17, 2021

The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities. The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives.

Healthcare 52

Healthcare Contact Center Self service Wait times 52