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Teresa Cottam looks at why the new Ofcom figures on customer complaints are not as helpful to customers as they may seem.
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Categories: Telesperience Tags: 3 UK, British Sky Broadcasting, BSkyB, BT, BT Retail, choosing, Communications service provider, Complaint, escalated complaints, government, mobile, O2, Ofcom, Orange, postpaid, price comparison, QoS, quality of experience, regulator, Tables, TalkTalk, telecom, Three UK, Virgin Media, Vodafone, wireless
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Teresa Cottam looks at offloading strategies and talks to Volubill’s John Aalbers about the business benefits of smarter offloading.
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Categories: Telesperience Tags: bridgewater, cable, capacity crunch, Communications service provider, data, Edge, fixed, John Aalbers, mobile, offload, offloading, Quality of service, research, RNC, Stoke, Telesperience, Tellabs, Teresa Cottam, traffic shaping, Volubill, Wi-Fi, WiFi, wireless
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In this article Teresa Cottam looks at why not all personalisation is equal. And done badly, how personalisation can have the opposite effect from that intended.
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Categories: Telesperience Tags: Communications service provider, CSP, customer, customer centricity, customisation, customization, datasheet, definition, dynamic, mass customisation, mobile, personalisation, personalization, policy control, profile manager, research, smart, wireless
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In telecoms everyone’s talking about improving the customer experience. But what exactly is the customer experience? Teresa Cottam looks at how there are very different views regarding what it involves, what the most important customer touchpoints are, and therefore how we focus our efforts on improving the experience we offer our customers.
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Categories: Telesperience Tags: billing, BSS, business support systems, Communications service provider, CRM, CSP, CSPCX, customer, customer care, customer experience, Customer relationship management, customer service, customer touchpoints, fault management, fault resolution, mobile, operational support systems, order management, OSS, Telecommunication, wireless
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Teresa Cottam looks at customer centricity and what it means for both SMARTs and larger telcos.
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Categories: Telesperience Tags: BSS, BSS/OSS, Business Support System, Communications service provider, customer, customer centric, customer centricity, customer experience, customer service, mobile, operational support system, OSS, OSS/BSS, SMARTs, social CRM, telecom, Twitter, voicemail
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In the first of a series of articles Teresa Cottam looks at why we need to re-examine our customer service channels, as well as some of the common pitfalls in providing a great customer experience. She also looks at some of the key trends in customer experience excellence.
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Categories: Telesperience Tags: BSS, BSS/OSS, business support systems, call centre, Communications service provider, CRM, customer, customer experience, customer service, Interactive voice response, mobile, multichannel, multiple channels, operator, silo, social media, social media strategy, telco, telecoms
Teresa Cottam muses…if communications service providers were people, what would they look like? Is the habit of buying one software solution after another giving them an unhealthy silhouette? (or silo-ette even)
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