The city of Indianola, Iowa is nationally known by hot air balloon enthusiasts as a permanent host for the nation’s second largest National Hot Air Balloon Event. But what’s more important for residents of this bedroom community just south of…
Customer Service
COVID-19 Drives Verizon Hiring of 950 Customer Reps
While COVID-19 unemployment applications continue to pile up, one company that is hiring is Verizon, which plans to hire 950 new customer service representatives (CSRs) for home-based positions. In an interview with Telecompetitor, Verizon Senior Vice President and Head of…
COVID-19 Telecom Debt Forgiveness: Starry Wipes Out Past Due Balances
Hybrid fiber wireless provider Starry is eliminating balances through July 31 for subscribers who opted into its COVID-19 relief program during the FCC’s “Keep America Connected” pledge period and requested full or partial payment relief during that period. It’s a…
Consolidated Communications Leans on AI, Cisco Webex for Improved Contact Center
Consolidated Communications has launched the Cisco Webex Contact Center, a platform that uses artificial intelligence and predictive analysis tools to place callers with the most appropriate agent. It provides agents with tools to conduct multi-channel interactions from their desktops and…
Verizon, Google Pilot AI-based Contact Center Platform
Verizon and Google are piloting artificial intelligence-based contact center technology that potentially could ease customer interactions with the carrier. Google Cloud Contact Center Artificial Intelligence uses natural language recognition, faster processing and real-time access to customer insights and product information…
Telecom Customer Care Research: Digital Self-Service Tools are Driving Higher Customer Satisfaction
Self-service channels are rapidly becoming the first choice for many telecom customers when they experience technical difficulties, according to new telecom customer care research from J.D. Power. Digital self-service tools are of growing importance, the research highlights. The J.D. Power…
A Good Customer Experience Includes Engaging Customers in Their Native Language
The U.S. is already a multi-language country, and that trend is not slowing down. In fact, it’s accelerating, with some important implications for service provider billing and invoicing. It’s quite likely that service providers now have multiple native language speakers…
T-Mobile & BURGER KING® Team Up to Give Un-carrier Customers Free BK® Eats
BELLEVUE, Wash.–(BUSINESS WIRE)– Here comes that magenta carpet, again. Today, T-Mobile (NASDAQ: TMUS) and BURGER KING® announced a partnership to bring more free food to Un-carrier customers each month through January, including WHOPPER® sandwiches and more, through T-Mobile Tuesdays. On Tuesday,…
Demographic Communications Preferences: Survey Finds Surprisingly Positive Gen Z Attitudes on Phone Calls
People want to talk to people when they contact local businesses, according to a demographic communications preferences study commissioned by phone technology provider Ooma and conducted by Sapio Research. The survey focused on four age groups: Baby Boomer (55 to…
J.D. Power: T-Mobile Scores Highest on Customer Care
T-Mobile offers the highest level of customer care among major wireless carriers, according to J.D. Power. The average T-Mobile customer care rating was 833 on a 1,000-point scale. It was followed by Verizon Wireless (812) and AT&T (799). The segment…
One-Time Tech Support Revenues Forecast to Hit $1.7 Billion by 2022
One-time tech support services will rise to $1.7 billion in sales by 2022, according to a new one-time tech support revenues forecast from Parks Associates. The support services revenues are expected to grow in large part due to issues with…
New DevOps Approach Underlies AI-Based Windstream WE Connect Portal
Windstream used a new approach in developing the WE Connect customer portal announced today, explained Windstream execs in an interview with Telecompetitor. Windstream WE Connect leverages artificial intelligence (AI) and other advanced technology and serves as a “single pane of…
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