Multichannel Strategies for Superior Customer Satisfaction in Telecom
There are numerous issues to address when navigating the complex case management process in telecom. Because customer inquiries and issues are complex and there are many interactions occurring through different channels, service providers have a difficult time capturing and processing each request while meeting the customer's expectations for speed and accuracy. In order to ensure that each interaction favorably impacts the customer's journey, it is necessary to seamlessly integrate frontline customer service activities with backend systems, which adds to the complexity of the situation.
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