telcos Tag

When I was a school boy an old English teacher - Mr Burrows - always insisted that the first sentence you write is the most important one of all; it sets the scene for the essay and must therefore entice the reader to persevere. If...

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...

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...

Washington, D.C.: ContactEngine, the customer communication technology leader, hosted Paul Hutchinson, Head of Virgin Media’s Field Operations on a tour of the USA’s biggest telecommunication and cable companies. The aim of the trip, organized by the UK Department of Trade, was to capture and compare best...

Preposterous. Of course it is.  Average Handling Time (AHT) has been the standard for measuring your contact centre’s performance since the oh so genuine “your call is important to us” phrase was invented.  It is mathematically impossible to achieve a state where your agents spend...

Delivering exceptional Customer Experience (CX) can differentiate a company from its competition, so it is of little surprise that commitment to CX is now at the heart of the strategies of most global brands, with 84% of companies aspiring to be CX leaders. However, CX...