Communications service providers should focus on improving customer experience if they want to jack up their profits.
A TM Forum report shows that there is a direct correlation between the quality of service that operators provide and the earnings that they generate.
The study further explains how operators can benefit from a more holistic approach, focused on improving data management, solving customer experience issues across organizations, and increasing agility around customer responsiveness.
CSPs should steer clear of the “one-size-fits-all” approach of the past, as customer service is no longer an act of altruism, but instead a strategic initiative that impacts the bottom line.