Customer Experience Interactive Voice Response Surveys Wireless 
TechSee
APRIL 10, 2019
In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. OK, so CX is important.
TechSee
JANUARY 7, 2020
When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. Customer feedback. How telcos can reduce customer effort to increase loyalty. New metrics are also needed.
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3CLogic
APRIL 9, 2020
Digital customer service channels are a convenient, cost-effective option for both businesses and their customers. Only 21% of customers rate digital channels as “excellent.”. A study by Qualtrics revealed that around one-third of customer service inquiries that start over a digital channel end up as a phone call with an agent.
Pointillist
JANUARY 19, 2022
Measuring customer experience with Voice of the Customer metrics, such as Net Promoter Score (NPS) ® , is considered a best practice for companies of any size. Let’s dive into three significant reasons why traditional survey feedback and CX measurement approaches fall short. Your Customers Aren’t Responding.
Pointillist
MARCH 20, 2020
Leveraging these solutions enables you to aggregate, analyze and act on customer journey data to improve customer experiences and achieve business outcomes. So, how are leading enterprises using customer journey analytics in the real world? So why is the IVR so much less effective?
Aria Solutions
JUNE 6, 2018
If your business objectives are to improve customer experiences through better customer engagements and to reduce operation costs, directors and managers of customer service and contact center operations should invest in ways to improve employee experiences: . The truth is only 32% are doing something about it.
Aria Solutions
JUNE 6, 2018
If your business objectives are to improve customer experiences through better customer engagements and to reduce operation costs, directors and managers of customer service and contact center operations should invest in ways to improve employee experiences: 1. The truth is only 32% are doing something about it.
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