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The subscribers at a Communication Service Provider (CSP) today are generally underserved when it comes to customer service in general...

Soon 50% of mobile subscribers are tech savvy digital natives, who expect that 100% of their interactions with Telco’s is supported...

New lockdowns around Europe and the rest of the world testify that our changed work habits due to the Covid pandemic will continue to...

During the week, this year's digital edition of Customer Contact Week took place. It is at least a different and a little more familiar...

5G with all its features and promises is here and lots will change with it. But what will it mean for an operator’s customer support?...

Customer service has often been a reactive activity for CSP’s. When customer complaints come in, they are, in best case, mapped to known...

Peter Drucker famously said “if you can’t measure it, you can’t improve it”. This holds true also for mobile operators and how your...

Back in the 1960s, a revolution happened in banking. The ATM arrived making it possible for customers to withdraw money automatically...

We’re all familiar with the expression “no news is good news”. But when it comes to customer satisfaction, this may unfortunately not be...

So you’re seeing the benefits of introducing a chatbot in your customer support, but have you thought about how human your chatbot should...

Companies that introduce self-service options earn more from their customers. Why? We’re getting used to walking into our favorite...

A romantic weekend away in Paris has begun and you’re looking for that perfect restaurant for the perfect evening. But your mobile is not...

All research says that we consumers despise ringing a company only to be greeted with a pre-recorded voice asking us to; ”Press two if...

Customer service isn’t exactly new. In fact, the British Museum in London is housing a clay tablet from 1750BC where a fuming Babylonian...

Telia Estonia has engaged Subtonomy to improve efficiency in their customer support. With the introduction of the Subtonomy SubSearch...

In our stressed out, always-on lives, we don’t have time for apologies anymore. At least when it comes to calling a customer service...

Way way back in 1637 Rene Descartes was doing what he did best – philosophizing. Could a machine become so intelligent that it could...

Telenor Sweden wanted to make their customer care more efficient. Their customer care representatives were searching through many legacy...

Telecoms services are among the most used services in our lives today and a recent report from comScore on the US market shows the...