CRMRSS

Can telecoms companies offer designer customer service?

Interaction with a fellow human being can help combat the dreaded customer churn

In the continuing drive towards improving customer service and encouraging self service, telecoms companies are increasingly broadening their online resources with a range of communications channels; from more prominent and detailed FAQs to customer forums where subject experts communicate with each other and exchange tips to help consumers solve problems without recourse to a live agent.

Tags; call centres, CRM, Social Networking, Front Line

Telecoms Loyalty: Global best practice to attract and retain loyal and delighted customers

TelecomsLoyalty_cover

Published November 2010

Informa’s telecoms loyalty research program includes a selection of case studies covering different areas of customer loyalty, including prepaid and postpaid strategies, customer experience management, customer services transformation, handset subsidies and convergence.

Tags; CRM, Reports

Making the most of it

What different strategies can operators employ to create new revenue streams?
May 10, 2010 Written by Mike Hibberd

Traditional carrier revenues are declining and billing models introduced relatively recently to stimulate data uptake are proving to be unworkable. Telecoms.com talks to a range of billing specialists about the different strategies operators can employ to create new revenue streams.

Tags; Billing, BSS, CRM, OSS, Africa, Americas, Asia Pacific, Billing, Europe, Features, Middle East, Operator

Defining the customer service experience

As a Digital Service Provider in today’s highly competitive and expanding broadband market you’re facing some huge challenges in your service environment. Product commoditization is leading to falling margins on basic products, your subscribers are increasingly expecting more of you, your products are ever more complex and the digital home is becoming a competitive battleground.

Tags; broadband, Consona, CRM, Uncategorized