23 July, 2021

6 steps to simplifying customer service

Let’s face it, achieving frictionless customer service isn’t easy.

New channels are constantly emerging. Customer expectations are always increasing. The need to be better, faster, and simpler is a challenge facing every telecom business. Add that to unprecedented volumes of customer inquiries and increased pressure to drive down costs - it's no wonder so many service leaders are struggling.

Telecom companies have spent years (not to mention a lot of money) waiting for the right solutions to emerge. 

A new generation of customer service technology can help your team reduce this complexity for your customers, agents, and administrators across all your service touchpoints.

This new eBook shares six key ways that you can tackle complexity, from implementation through to the delivery of exceptional service.

Inside this eBook, you’ll learn:

• How new service capabilities can help transform your relationships with customers
• How to simplify the customer journey, no matter the channel
• How to build loyalty and slash churn by delivering experiences that exceed expectations

If your customer service goals have always felt just out of your reach, read this eBook:

25 June, 2021

VanillaPlus MWC CEO Guide: How verification initiatives are restoring trust in telecoms

Attendance is optional, attention is mandatory.

MWC2021, to be held in Barcelona, Spain on 28 June – 1 July 2021, will be a very different
event to those that have gone before. Fewer visitors and exhibitors will change the character
of the event but much of this will be made up for by new virtual elements to the show

For me, MWC has always been an agenda-setting event. In more than 20 years covering the telecoms industry I have never found such a condensed opportunity to learn new things, meet new people and gauge the direction of travel in the industry for the coming year.

Continue reading the Editor’s Comment on page 4 inside this special issue

Inside MWC CEO Guide:

• TALKING HEADS: iconectiv’s Michael O’Brien explains how verification initiatives are enabling CSPs to hang up on fraudsters and restore trust in telecoms
• INTERVIEW: Beyond by BearingPoint’s Angus Ward tells George Malim why co-creation and co-innovation are driving CSP opportunities to re-invent their business models and generate new revenues
• EVENT PREVIEW: Tony Savvas profiles MWC21 for in-person visitors to the show in Barcelona and for those attending virtually
• RICH BUSINESS MESSAGING: Unless service providers get verification right, fraudsters will exploit rich business messaging in the same way they do text messaging, warns iconectiv

Plus! Industry, Company and must-read news!

REGISTER NOW TO READ THIS SPECIAL ISSUE

22 June, 2021

Global consumers believe brands must do more to protect their data privacy

Data privacy is at the forefront of consumer consciousness across the globe, with 76% of global consumers believing that brands need to do more to protect their data and over 6-in-10 (62%) agreeing it is now a key differentiator when choosing to engage with a brand or product.

17 June, 2021

Many consumers would purchase a higher spec device if finance was available, research reveals

A survey released reveals there is wide spread confusion among consumers over whether or not they have taken out financing on their mobile phones. In the survey from Trustonic, only 27% of respondents stated they had taken device financing as part of an operator package.

14 June, 2021

Global Fuze study reveals gaps in trust & shifting attitudes toward flexible work

Fuze, the cloud-based communications provider for the modern global enterprise, announced the results of a new global study of 8,800 workers, which reveals that as flexible work is increasingly viewed as an expectation for the working world, attitudes continue to vary widely across industries, roles and geographies.

28 May, 2021

Analyst Report: Will you let data drive your tech decision-making?

The telecoms industry is experiencing greater and faster change than at any time in its history.  

Communications service providers (CSPs) have been forced to rethink basic assumptions about what customers want, and where they are willing to go to get it.

Mass-market broadband, cloud computing and the smartphone have completely transformed how customers define their experience – and their expectations.

Their combination creates a completely new operating model for telecom and at its heart is data. More specifically, the ability to deliver the right data, at the right time, and in the right place.

This new context is highlighting the technical – and commercial – limitations of database platforms selected during an earlier, simpler generation in telecoms.

For everything that telecoms now aspire to be – dynamic, distributed and disaggregated – a new generation of database technology is needed.

Register now to read the exclusive analyst 10-page report by Appledore Research

Plus! Watch the on-demand webinar to learn how data architecture is shaping the future of telecoms

03 May, 2021

NGMN 6G white paper presents drivers and vision

The Next Generation Mobile Networks (NGMN) Alliance has published its first 6G White Paper focusing on the 6G Drivers and Vision. As a global organisation representing the entire value chain, NGMN is aiming to provide impactful guidance for global 6G activities to respond to the needs of end users, societies, mobile network operators and the ecosystem as a whole. (more…)

26 April, 2021

6G to consider society’s requirements: A voice from NGMN MNOs across the world

The Next Generation Mobile Networks (NGMN) alliance published its first 6G White Paper “6G Drivers and Vision”. While various views have already been shared by many organisations in industry and academia, says Quan Zhao, one of the three NGMN 6G project co-leads, and a senior member of technical staff in the Future Mobile Technology Lab, China Mobile. (more…)

12 April, 2021

GCF Mobile Device Trends report reveals rapid adoption of 5G

The Global Certification Forum (GCF) has published its annual Mobile Device Trends report, which includes an analysis of wireless device certification data for 2020, as well as expectations for 2021 based on recent trends. (more…)

12 April, 2021

Contactless payments ubiquitous in China, but struggle to take hold in the West

Strategy Analytics – contactless payments and digital wallets such as Alipay and WeChat Pay are ubiquitous in China but despite being around for several years, they have been much slower to catch on in the West. (more…)