Mark Perrett
Improve your customer service by gaining a complete view of the customer experience – Part 2
Taking the initiative The difference is that whereas conventional customer satisfaction measures were backward-looking, the integration of customer and operational data hands more of the initiative back to the telco.
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Customer churn is a serious challenge for telecommunications companies. Double digit rates of defection are common, with many of those leaving being the highest-value customers who may use handsets for
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