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Subtonomy Blog
Welcome to the heart of innovation in telecom support — the Subtonomy Blog. This is where industry meets expertise, offering you a deep dive into the technologies and strategies that are transforming customer support and lawful intercept as we know it.
The role of network probes in the age of CX and Customer Experience Index
Future telecoms industry success lies in providing a seamless and consistent customer experience (CX) across every touchpoint and supporting
Oct 24, 20233 min read
Subtonomy finalist in the World Communications Awards 2023 in Total Experience & Smart Places
Subtonomy finalist in the World Communications Awards 2023 in Total Experience & Smart Places
Sep 26, 20233 min read
AI and Chatbots within telecoms: Q&A with industry analyst Teresa Cottam
The TM Forum recently published a report on utilizing AI in telecoms customer service. Subtonomy’s Tina Rosen caught up with the author,...
Apr 24, 20235 min read
Revolutionizing Telecom Customer Support: Insights from Andreas Jörbeck
Andreas Jörbeck, CEO of Subtonomy, shared his insights on revolutionizing telecom customer support at MWC2023 in Barcelona.
Apr 4, 20232 min read
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.
Feb 20, 20233 min read
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
Feb 6, 20232 min read
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 23, 20232 min read
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
Jan 9, 20233 min read
Service excellence is back on the telecom customers' top priority list
Discover important takeaways from Subtonomy's research in mobile and the broadband markets, but also from independent research by SKI.
Dec 19, 20224 min read
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 31, 20225 min read
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.
Oct 24, 20223 min read
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.
Sep 5, 20224 min read
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
Aug 22, 20224 min read
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 23, 20224 min read
Broadband in Europe – 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 for...
May 10, 20224 min read
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.
Apr 26, 20223 min read
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. Back in 2016 bots were spoken about by the...
Mar 7, 20224 min read
Why Silence Isn't Golden: The Need for Customer Interaction in 5G Customer Support
When customers don’t interact with their CSPs the result is a range of negative outcomes.
Feb 28, 20222 min read
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 21, 20223 min read
5G & Telecom Customer 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
Feb 14, 20224 min read
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