The telecom industry has some catching up to do to be customer service flag-bearer. The government-mandated lockdown of early 2020 categorized telecom services as essential. But with the additional onus, the cracks in telecom customer service were apparent. Longer customer wait times, overworked contact center agents – was just the tip of the iceberg.
Telecoms can transform customer experience with personalization, improvement in agent productivity, and a reduction in operational costs. There is room for improvement in self-service, automating after-call work (ACW), and post-interaction analytics. That is where tech innovations have an edge. Intelligent virtual assistants can deliver enhanced self-service, AI and NLP can drive automation of after-call work, and post-interaction analytics.
Go through this insightful article that details how tech innovations can revolutionize the telecom customer experience.