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Communications

Demanding customers and a complex technological marketplace make it difficult for a company to compete. Customers spend more time online searching for relevant and local information to make decisions in their customer journey. What does it take to keep customers engaged with your brand when the next shiny object catches their eye? We know that high-tech companies must continually evolve to deliver new engagement strategies that translate into revenue and positive brand Communications providers are facing an explosion of customer demand for content and connectivity – delivered on any device, right now. The competitiveness of traditional wireless/wireline telcos, cable MSOs and Over the Top disrupters has created an environment where the quality of the customer experience is now a significant factor to differentiate products and services to attract, retain and grow customers. We design a customer-centric strategy using customer analytics, advanced technology platforms and uniquely developed operations and human capital programs. We deliver visibility into the customer journey that companies need, and improve the processes and technology at key journey moments to grow your customer base and increase customer satisfaction and loyalty.

For companies that can capitalize on every customer moment, the customer experience becomes the greatest growth opportunity. Using a combination of strategy, technology, analytics and human interaction, we help our clients develop great customer experiences. experiences. Our technology industry practice is designed to help. Across the customer life cycle, we provide the strategy, technology and operations to provide a customer experience that is as leading edge as your next innovation.

We develop major customer experience initiatives that:

  • Increase ARPU
  • Reduce Costs to Serve
  • Elevate Net Promoter® and Customer Satisfaction Scores (NPS®/CSAT)
  • Predictively model churn, acquisition next best actions and offers
  • Improve technology utilization to optimize multichannel interactions
  • Enhance segmentation models with interaction analytics that turn calls into caller information
  • Empower associates to improve customer first metrics, such as FCR, AHT and NPS/CSAT
  • Optimize staffing and processes for improved workforce management and capacity planning
  • Design marketing campaigns to acquire, grow and win-back customers
 

Featured Communications Case Study

A Cinderella Story

To stay ahead in a rapidly changing market, this telecommunications leader moved beyond incremental service improvements to a strategy that redefined its entire customer experience. The results have been dramatic. The client’s primary retail mobile customer base jumped more than 20 percent and the company is receiving the highest customer satisfaction scores in its history.

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