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How Service Providers Can Take On Customer Experience Challenges


By Erin Harrison

It's indisputable that improving the customer experience, the way end users interface with a company's support people and business processes, will improve the service provider's bottom line.

According to Alcatel-Lucent, customer experience challenges that service providers face include: the cost of acquiring new customers; technical support and customer support/help desk.

“For many service providers, the new path to profitability is a holistic approach focused on anticipating customers’ needs and improving their Quality of Experience (QoE),” according to an Alcatel-Lucent article that points out the customer experience has not always been a priority for service providers.

Delivering a Better Mobile Broadband Customer Experience Influences the Bottom Line

By Erin Harrison

In today’s highly competitive mobile broadband market, it’s all about the customer. We all know that poor customer service not only gives a company a bad rap, but it ultimately eats away from their bottom line.

To keep customers on board and generate long-term success, service providers need to put more focus on the overall customer experience, according to the experts at Alcatel-Lucent. For many service providers, they say, the new path to profitability is a “holistic” approach focused on anticipating customers’ needs and improving their quality of experience (QoE).

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