Telecom and Technology Management

Group of call center employees working together

The Crucial Connection Between CX Tech & Training

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.

A 4-Part Process to Achieving Optimal Network Connectivity & Cost Efficiency for Telecom Carriers and Businesses

In today’s business landscape, reliable network connectivity is essential for seamless operations and effective communication. This burdens both telecommunications carriers and businesses by requiring them

The Art and Science of Fiber-Build Modeling

The wireline telecommunications industry is enjoying increased demand for fiber broadband services, which is great for the asset utilization of previous investments, but also points

Automation and AI in Telecom Contact Centers

Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs

Best Practices for Effective Telecom ‘Large Deal’ Success

“…[T]here are things we know we know. We also know there are known unknowns; that is to say we know there are some things we

The Key to Successful Transformation Management

Business models are not static, they are ever-evolving. Telecommunication companies, for example, are in a constant state of transformation as they attempt to stay ahead

Harnessing the Power of Data to Improve First Contact Resolution

It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this

Generation Z Drives New Mobile Phone Behavior [Infographic]

Generation Z is driving new mobile phone behavior and expanding mobile phone usage by utilizing them for an increasing number of activities. There is also

New Study by The Northridge Group Highlights Trends in Mobile Phone Usage and Consumer Expectations for 5G

To access the full study on Understanding Mobile Phone Use and 5G Expectations, please fill out the form below.

Blockchain – What Business Leaders Need to Know to Stay Current in Tech

Seasoned business leaders face a variety of challenges when implementing process improvement initiatives that rely on automation. A common struggle across all automation initiatives is

Data-Driven Success with Operational Scorecards

Successful businesses rely on performance metrics to ensure that they are performing at optimal levels. To achieve this optimum, business leaders must make informed, data-driven

Blockchain, Distributed Ledger Technology, and Use Cases for Telecom Carriers

The advent of new technologies creates a recurring challenge for business leaders to maintain an understanding of the best method of maximizing value capture in