Telecoms

It's too easy to pay lip service to explainable AI. Unless you bake XAI in to your systems you could be storing up trouble for later. This blog explains how we do that through our guiding principles.  I’ve written before about how ethics impacted the early...

The second problem of the install journey happens on the day of the visit. Even if the small fraction of successful calls from your call centre manage to schedule an installation date and time, a locked door is enough to undo the perfect alignment of...

Take a moment to think about the most important thing you have to do today. On a weekday, the chances are it’s something to do with an impending work deadline; perhaps its conducting a job interview or performing your best at an important meeting. On...

As Chief Product Officer of Vonage, the US-based internet telephony service provider, Omar Javaid is well-versed in the communications industry and its direction. Discover how Vonage tracks customer sentiment and why it's placed highly in the company's success metrics, as well as the importance of...

Building a Proactive Retention Strategy explains how telcos can use data-driven approaches to increase the efficacy of churn reduction strategies. The paper discusses the most effective retention offers for customers likely to churn, with a particular focus on when to be proactive. Contents of Building a...

Every year, just before my mind wanders to which taverna I’ll frequent, or I admonish myself for the bottle of raki I’ve yet to consume, I eagerly await the publication of OFCOM’s latest league table. Now, you might find this a strange preoccupation for someone who...

Losing customers is a challenge that every company in every industry faces, but telecommunications businesses have a particularly difficult job addressing it. This is because churn doesn’t present itself immediately. Customers are usually locked into 12-month contracts, which means bad service may push them away early...

What if your churn strategy could go one step further than simply getting your customers to sign on again for another 12 months? Imagine a world where your data could not only flag up customers who are about to disappear, but could also be used...

Building an Effective Churn Reduction Strategy Many of our clients have mature churn reduction strategies in place. They measure every aspect of these strategies, striving continuously to increase retention rates across their customer and subscriber base. We examine some relatively novel ideas which we believe will provide...

Virgin Media tell us how working with ContactEngine helped them implement innovative and creative ideas to improve their customer service. Our service pre-call is a huge hit with their customers. Watch the video to find out more....

Sky's contact centre was already achieving good results for pre-appointment calling, reaching up to 50% of customers. Through ContactEngine, they have moved that to 90%, creating better customer journeys along the way....

ContactEngine's telecoms, TV and broadband clients win and retain tens of millions of customers every year. We are proud to play our part in perfecting the experience for those customers. So you won’t be surprised to learn that we take a close interest in the public’s...

Our research illuminates the value customers put on referrals and reviews in the UK, the USA and Brazil. This gives us an insight in to how timely, clear, consistent and transparent communication at every customer touchpoint influences that peer to peer communication. Get the white paper There has...