Ebook: Research - European benchmark of channel capabilities and strategy
In this E-book we present the current state of channel support based on research we conducted in co-operation with ETIS and 22 CSPs, to serve as a performance benchmark.
Resource center
Filter:
-
Content
-
Modules
-
Topics
- Highlighted
Improving omnichannel support for billing-related inquiries
CSPs are investing in various digital channels to communicate bills and support bill-related inquiries. But support costs are not decreasing and customer journeys are still not seamless. Laura Broers looks at what CSPs can do to improve their omnichannel support.
Canadians investing in omnichannel experience need to focus on common causes of inquiry
With customer service leaders increasingly challenged to address the needs of the “now culture” and “me-conomy,” Katarina Radman explores what this means for telecoms CX leaders thinking of investing in their omnichannel support.
If seamless customer service is now table stakes, what’s next?
It’s not just electricity prices that are soaring – so are customer expectations. In this blog, Laura Broers looks at what’s coming next in omnichannel customer support and explains how CSPs can ready themselves to deliver better support for billing inquiries.
As call center wait times soar, how can CSPs help solve customer frustration?
Queues for customer support have lengthened, along with average call lengths – presenting new challenges for call center and CX executives. In this blog, Katarina Radman examines why this is happening and what can be done to alleviate it.
Starting on the right foot: the critical nature of the first bill
The first bill can often be a point of frustration and confusion in the customer lifecycle. Laura Broers looks at why this is, and what can be done to transform the first bill from a CX blackspot into a loyalty-generating experience.
A different perspective on overage charges
Many CSPs view overage charges as a welcome additional source of revenue, but for their customers', unexpected additional costs can have long-term consequences and impact the customer relationship. Philipp Reischauer explains how you can boost revenues while creating stronger customer relationships.
Recap: ETIS Community Gathering 2022 in Rome
June 2-3rd, 2022, our Calvi Business Consultants Rob Vos and Mischa Hendriks took part in the ETIS Community Gathering held in Rome, Italy. After two years of digital-only meetings, it was finally time to see each other in person again with our ETIS family and colleagues!
3 ways to innovate your billing experience and the benefits you'll unlock by doing so
Innovation is one of the biggest buzzwords in the telecoms industry. Every CSP wants to be innovative, but what does innovation mean when applied to billing? Bill Specialist Rob Vos explains why innovating the billing experience is so important for customer satisfaction and retention.
You’re ready for 5G. But are your bills?
5G is paradigm changing - bringing with it a host of new services, as well as increased reliability, performance and efficiency. To build a 5G business and drive value, however, CSPs must ensure they meet their customers’ evolving expectations of more personal experiences, increased relevancy and deeper engagement
Press release: Calvi highlights exciting results in the ETIS-Calvi Survey ahead of Rome event
Calvi is pleased to announce that from June 2-3, 2022, we will be exhibiting at the E- and Telecommunications Information Services (ETIS) gathering in Rome, Italy, where we are finally returning in person to interact and congregate with our ETIS community of family and friends after an almost two-year hiatus.
Interested in a demo?
Please fill out the form and we will get in touch with you as soon as possible
Interested in a brochure?
Please send us an e-mail
Thank you for being interested in becoming part of our motivated team of professionals!
Please send your motivational letter and CV to careers@calvi-insight.com and we will get in touch with you soon.