Telecommunications
Industry
Ever-growing connectivity makes the world appear smaller and creates challenges and opportunities in the telecom space.
In less than ten years, global broadband subscriptions have exploded, approaching seven billion.
To put that figure in context, many consumers have multiple subscriptions; in the US, the typical person has three.
Still, as Internet penetration expands further, more subscribers will challenge the ability of an already-crowded space to serve them.
Our Solutions
How we service your industry
More people using more tools more often means more of a demand for customer care. Trends within service change just as they do with everything else, whether communicating with customers through their preferred channels, ensuring first-time problem resolution, or supplementing live agents with virtual support. While self-service tools are becoming more widespread, most customers prefer to communicate with live agents.
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The GlowTouch client list includes telecoms and other companies in the broader technology space. That experience has created a working knowledge of the service-related issues companies worry about: scalability to handle growth, flexibility for managing peak periods, consistent quality, and providing “wow” experiences.