Challenges that telecoms should address to differentiate through customer experience

This white paper provides advice on how telecoms can improve productivity throughout the contact centre, utilise messaging to offer adequate customer experience, and embrace the omni-digital era.

Once customers have defined what they want from a telecom operator, they are going to search for the best offer for them. As we now see across the industry, consumers are no longer reliant on price to differentiate when it comes to deciding on their provider. They will read customer reviews, check availability in their area, and investigate if customer service standards will live up to their expectations should issues arise throughout their journey.