CSR churn is a massive hidden cost that impacts on a wide range of key metrics – how do you fix it?
Employee churn certainly isn’t new in the customer service world, where turnover rates are consistently between 30 and 45% globally.
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- Feb 6
- 2 min
Meeting the Customers’ Demand for DIY
A large part of customers abandon company self-service channels. 49% say it's because the information was lacking or didn't meet the their
- Jan 23
- 2 min
Doing a great job as Customer Service Rep is getting harder
The changing landscape of customer interactions is making the job as Customer Service Rep (CSR) more complex than ever before.
- Jan 9
- 3 min
3 challenges for value-driven service and support - and how to address them
89% of customer service and support leaders agree that being a value-driven service and support organization is the most relevant trend over
- Dec 19, 2022
- 4 min
Service excellence back on the customers' top priority list
Discover important takeaways from Subtonomy's research in mobile and the broadband markets, but also from independent research by SKI.
- Oct 31, 2022
- 5 min
5G Focus: Are you ready for the Metaverse?
Yes, we know. You’ve just got your head around social media customer support and realized that chatbots are not going to save the world,...
- Oct 24, 2022
- 3 min
It’s not the engineering, it’s the silence that’s frustrating
In the old days you could perform maintenance on suburban networks between 10am and 3pm. But we don’t live in the old days.
- Sep 5, 2022
- 4 min
The 5 things world-class 5G technical customer support should ALWAYS deliver
So what does great customer service look like? Here’s 5 key things world-class 5G customer support ALWAYS delivers.
- Aug 22, 2022
- 4 min
Lightning-fast networks need lightning-fast support
As we become ever-more reliant upon them for an increasing number of everyday activities and services, reliability is now the number 1 issue
- May 23, 2022
- 4 min
Ofcom report: slow speeds and loss of service behind 75% of UK broadband complaints
The UK regulator Ofcom recently released its sixth annual report on customer service levels in the UK telecoms industry, which...
- May 10, 2022
- 4 min
The Big Dig versus the Big Squeeze –
– how European ISPs can ensure gigabit broadband is both profitable and affordable 2022 is the year of the Big Dig. The EU’s main goal...
- Apr 26, 2022
- 3 min
3 customer support challenges all Asian CSPs face
Asian CSPs have been at the forefront of digitalization, are world leaders in 5G and pioneers in IoT, AI, smart cities, VR and AR.
- Mar 7, 2022
- 4 min
How to boost chatbot performance in the 5G era
CSPs love them and have spent millions on them, but customers frequently aren’t so impressed. Fredrik Edwall looks at what’s going wrong...
- Feb 28, 2022
- 4 min
Why silence isn’t golden in customer support
- it’s actually a big red flag CSPs often work from a presumption that the fewer calls they’re getting from their customers, the better....
- Feb 21, 2022
- 3 min
Research: what customers want from 5G support
Customers expect 5G to deliver a step-change in their experience and have distinct ideas about how they wish to be supported.
- Feb 14, 2022
- 4 min
Why smart CSPs are investing in 5G support
CSPs are betting big time on 5G. To justify this high level of spend, they need to ensure that all the critical success factors required to
- Oct 5, 2021
- 5 min
4 ways 5G will impact telco Customer Support
The work of rolling out 5G core in Europe emerges. We all probably agree that 5G will once again revolutionize the way we use mobile...
- May 12, 2021
- 3 min
Serve your customers and find the hidden gem
The subscribers at a Communication Service Provider (CSP) today are generally underserved when it comes to customer service in general...
- Jan 20, 2021
- 3 min
How to drive competitive advantages through Technical Self-Service
Soon 50% of mobile subscribers are tech savvy digital natives, who expect that 100% of their interactions with Telco’s is supported...
- Nov 9, 2020
- 3 min
How to empower CS agents to provide the best service experience
New lockdowns around Europe and the rest of the world testify that our changed work habits due to the Covid pandemic will continue to...
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