CEM
Build connections in the battle against poor indoor mobile coverage
There’s something oddly paradoxical about being so reliant on our mobile phones whilst still taking them for granted. Research in 2016 found that 90% of undergraduates suffered from phantom vibration syndrome;
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Know your chatbots from your virtual assistants and why you should care
As customer expectations drive demand for round-the-clock service and near-immediate response times, businesses have understandably sought to automate their customer communication offerings wherever possible, writes Omar Javaid, the chief product
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Connectivity – the danger of buying what you’re sold
We all know what happens when there’s a monopoly. Regardless of industry or product, consumers have limited – or no – choice, and end up paying whatever the suppliers in
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Maintain visibility into the new mobile reality
The rapid explosion of over-the-top (OTT) services has forever changed the business model of mobile operators globally, writes John English, the director of marketing for service provider solutions at NETSCOUT.
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It’s time to fix broken processes in the contact centre
Go back little more than a decade and most contact centres followed the traditional model of being office-based with headphone-wearing operators packed together like battery hens answering fixed line phone
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Developed market lessons learned from emerging markets
Mobile carriers in emerging and developed markets might operate in very different market conditions but the challenges they face are remarkably similar: stagnating subscriber growth, squeezed profit margins and a
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What does 5G mean for fixed operators?
In the fourth and final instalment of a series of articles in advance of this year’s Broadband World Forum, Niall Hunt, the digital content lead for the event, explores how
Read more What does 5G mean for converged operators?
In the third of a series of articles in advance of this year’s Broadband World Forum, Niall Hunt, the digital content lead for the event, explores how preparations for 5G
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How the telecoms sector can connect with customers
In an increasingly diverse and competitive marketplace, telecoms executives need to cut through the noise and distinguish themselves from other providers, writes Scott Logie, the customer engagement director of REaD
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Globe brings digitisation home with Incognito Software deployment
Having recently won a significant contract with Filipino operator Globe, David Sharpley, the chief executive of Incognito Software, talks to VanillaPlus managing editor George Malim about the deployment and how
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