Customer serviceRSS

The Rising Financial Impact of Customer Service


The role of customer service is one that is valued and well understood by many organizations. However, making the leap from correlating customer service activities with overall performance results to investing in strategies that deliver top-notch results is increasingly becoming a key differentiator.

Telefonica invests in customer chat solution

Telefonica has implemented a chat application to power its customer service and support its operations in Spain

Operator group Telefonica has implemented a chat application to power its customer service and to support its operations in Spain. The group has invested in software provider Moxie Software’s Chat Spaces solution as it looks to engage customers across multiple communication channels.

Telstra improves profits, cites customer service focus

Telstra will be forced to lower prices for access to its broadband network

Australian incumbent Telstra has increased its annual revenues by 1.9 per cent to A$25.98bn (US$23.58bn) for the year to end June 2013, while net profit jumped 12.9 per cent to A$3.9bn. CEO David Thodey said the firm’s performance was down to improvements in customer service and focus on growth businesses. The firm added 1.3 million mobile subscribers during the 12-month period.

Australia sets February deadline for better customer service from telecoms providers

sydney opera house

Australian telecommunications providers have been given until February 2012 to improve their customer service and complaint-handling, or they will face tougher regulation.

Who you gonna call?

Who you gonna call?

Managing cost and quality in customer service     Issue 124 September 2005 Featuring: Cognitive radio: The thinking person’s future Playtime: The latest in mobile gaming