call centre

Customer experience, Digital service providers Teresa Cottam May.10.2021

Ofcom says UK CSPs need to do more to tackle customer service problems

UK regulator provides snapshot of how service providers performed during coronavirus crisis

Billing, bundling & pricing, Customer experience, Cybersecurity, privacy and trust Teresa Cottam Feb.18.2021

Want to optimise the digital experience? You better pay attention to the small print

Lightico brings out new offering to improve the process of communicating T&Cs

Teresa Cottam Jan.19.2021

Episode 7 – Customer Experience Focus

Chief Analyst Teresa Cottam introduces the new customer experience category DCES. Ft Capita’s Alan Linter, Conversity’s Haj Muntz and Verizon’s Radha Sankaran.

Billing, bundling & pricing, Key trends & innovation Teresa Cottam Dec.10.2020

Exacaster boosts telco offer management performance with launch of AI-powered marketing solution

Offers telecoms firms chance to try new solution for free

Customer experience, Research Teresa Cottam Dec.09.2020

The insanity of 5G

Or what we haven’t learnt from 3G and 4G

Customer experience, Digital service providers Teresa Cottam Nov.17.2020

Talkdesk partners with BICS

BICS to supply CCaaS provider Talkdesk with SIP Trunking and cloud numbers

Customer experience Teresa Cottam Oct.05.2020

The need for speed in customer experience

Customer experience bottlenecks still throttling good digital experience

Customer experience Teresa Cottam Oct.02.2020

Australians wasting millions hanging on telephone

ACCAN calculates that resolving a problem with their CSP is costing Australians AUD150 million a year in wasted time

Billing, bundling & pricing, Customer experience, Research Teresa Cottam Aug.10.2020

What you need to know about the coming billquake

CSPs need to act now to avert a customer experience disaster

Customer experience, Vendors Teresa Cottam Jul.21.2020

Openet launches Real time Care Insights

Partners with Salesforce to create new Salesforce native solution