Tag:

Customer Service

Latest Headlines

Latest Headlines

Bell Canada acquires customer centers in New Brunswick to support growing broadband base

Bell Canada is sharpening its customer service focus in the Atlantic Canada region by acquiring two customer call centers in New Brunswick as part of its broader strategy to improve customer service.

Lowenstein's View: 10 'Uncarrier' offerings I'd like to see… What are yours?

T-Mobile cleverly coined the term "uncarrier" to market its maverick moves, changing the game in several aspects of mobile services over the past eighteen months. As the market becomes more competitive, and as the delta between the traditional levers of price, network, device, and value-added services continues to narrow, it is an interesting exercise to consider other "outside the box" moves that wireless operators might initiate.  So, here's my contribution of ten 'uncarrier' moves I'd like to see.

Frontier, IBEW ratify New York customer service worker contract

Frontier Communications' customer service employees represented by the International Brotherhood of Electrical Workers (IBEW) Local 503 union have ratified a new labor agreement.

Sprint cuts at least 1,400 jobs at call centers, other areas

Sprint is cutting at least 1,400 jobs across the country, and perhaps more, as it closes call centers, trims jobs related to refurbishing phones and shuts down underperforming retail stores.

EE boosts pre-tax earnings, brings jobs home to UK

EE scraped a double digit increase in earnings before interest depreciation and amortisation (EBITDA) in 2013, as a cost cutting program offset declining revenue.

Consumers hammer BT's TV service

British consumers are not very happy about the way BT provides TV service, according to an analysis of complaints made to the UK's Office of Communications (Ofcom).

Aereo founder Chet Kanojia focuses on customer satisfaction

Aereo may have drawn fire from major broadcasters for its service that lets users rent remote antennas to stream over-the-air broadcast channels, but company founder and CEO Chet Kanojia said that its main goal is centered on providing a good experience for the customer.

Sprint to slash 800 customer service jobs nationwide

Sprint said it will cut around 800 customer service jobs nationwide in the first major reorganization of the company since SoftBank took over control of the carrier in July. Sprint said the cuts are being made primarily because it has been receiving fewer calls to customer care.

Verizon considers giving FiOS, wireless consumers capability to switch customer reps

Verizon has filed a new patent application with the U.S. Patent & Trademark Office that describes how it would enable FiOS and wireless customers to switch to another customer service representative if they don't like the first rep that takes their call.

Week in research: Operators turn to SDPs; 93% of IT managers struggle to control corporate data

Racing to market with services ahead of the competition is the top driver for operators using service delivery platforms, according to survey results published by Infonetics Research. And as OTT providers take a bite out of operator revenues, survey respondents say they are using SDPs to create and manage their own offerings.