Featuring Insights From the Sixth State of Service Report

Today’s telecom service agents are managing a broader range of products and services with multiple tools and processes. This creates difficulty in providing a unified and simplified customer experience.

Agents are increasingly seen as brand ambassadors, as well as revenue generators. This underscores the importance of AI and automation in increasing efficiency to free up time for more meaningful work, enabling personalization and efficiency at scale.

Customers obviously feel frustration when they lose internet or phone access. They expect a resolution immediately, and are more willing to switch providers if their needs aren’t met. They want personalized service whether it’s through a website, app, or a service agent (whom they would prefer to not deal with for simple issues), and they don’t want to repeat information. The stakes are high: 88% of customers say good customer service makes them more likely to purchase again.