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Telecommunications
Smartphone Problems Increasingly Frustrate Customers, Cause Churn
Poor customer service cited as biggest reason for customer defections.
Posted March 03, 2015
Comcast Delivers Great Customer Service—If You Complain to the CEO's Mother
Don't want to deal with incompetent, rude agents? Go straight to the top.
Posted February 10, 2015
SpatialBuzz Unveils Crowd-Sourced CEM Analytics Tool for Telcos
HDAnalytics+ enables operators to identify and analyze areas of low customer satisfaction on the network in near real-time.
Posted January 26, 2015
Tata Sky Adds Nuance Speech Recognition to Contact Centers
Indian TV provider adds 12 languages, simplifies IVR system.
Posted December 29, 2014
Hear, Hear: Listen to What Customers Say They Want in a Contact Center Experience
Contact centers that listen closely and respond to what customers have shared will have an edge over those that turn a deaf ear.
Posted September 03, 2014
CorvisaCloud Taps Voxbone for Contact Center and PBX Cloud Platforms
Voxbone eliminates the need for a traditional set up of self-owned hardware and software.
Posted August 27, 2014
China Mobile Jiangsu Deploys Nuance and Huawei’s NLU IVR System
China Mobile Jiangsu Branch replaces phone menu trees with a conversational speech interface.
Posted August 01, 2014
USAA and Amazon Lead 2014 Temkin Customer Service Ratings
Comcast and other ISP/TV providers get low marks in providing customer satisfaction.
Posted May 21, 2014
Smarter Automated Processes Can Enable Contact Centers to Lower Costs and Improve Service
Disconnected data can spell disaster for a contact center. However, in many cases, it's possible to create a single, user-friendly automated interface that brings together relevant information from discrete sources.
Posted May 07, 2014
Uptivity and TASKE Launch Integrated Workforce Management Solution for Contact Centers
Solution allows customers to better manage labor costs while improving customer satisfaction.
Posted April 29, 2014
Is Your Contact Center a Compliance Target?
Do you think your contact center is safe from lawsuits? Think again. The rise in mobile channels is increasing legal woes for the contact center.
Posted April 09, 2014
Mexican, Central American, Caribbean Contact Center Outsource Markets Projected to Climb to Over $5 Billion by 2020
Key verticals driving demand include telcos, financial and insurance.
Posted March 14, 2014
Mitel Acquires Oaisys for Contact Center Voice Recording Services
The move is the latest in a flurry of acquisitions to boost Mitel's contact center presence by adding voice recording.
Posted March 07, 2014
Contact Center Satisfaction Index Fell 10 Percent in 2013
Report also finds that chat is a preferred customer service tool.
Posted February 13, 2014
ShoreTel Launches Enterprise Contact Center Software with Enhanced Multichannel Support
Solution for multi-device interactions can improve customer satisfaction while providing greater business insights.
Posted December 19, 2013
Customer Experience Management Will Be a Top IT Priority for Telcos
Spending projected to reach $60.7 billion by 2017.
Posted November 11, 2013
BolderView and IntelliResponse Launch Virtual Agent
Australian telco lets customer self-serve with Ask Olivia.
Posted November 11, 2013
Zhilabs Unveils Virtualized Customer Experience Analytics Solution for Telcos
Product provides root-cause analysis of customer experience-related issues.
Posted October 30, 2013
More Than Half of U.S. Consumers Have Switched Service Providers Due to Poor Customer Service
Approximately $1.3 trillion is being transferred between companies as consumers switch allegiances.
Posted October 25, 2013
Amazon and USAA Deliver Best Online Customer Service
However, overall Internet customer service experiences are lacking according to Temkin ratings.
Posted August 26, 2013
AT&T; Ranks Highest in J.D. Power Wireless Customer Care Study
Customer service enhancements include focus on resolving questions at first contact.
Posted August 01, 2013
ASC Survey: Customer Satisfaction with Subscription TV Improves, ISPs Debut at Bottom of Index
Verizon tops in multiple industries, Comcast makes gains but remains low.
Posted May 22, 2013
Telefonica Argentina Taps Alcatel-Lucent for CEM Solution
Technology supports Android devices.
Posted April 30, 2013
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