The first article in this series described the utilitarian customer and the manner in which companies address his needs through self-service applications. However, despite their best efforts to delight the customer through the web, companies have rarely succeeded in...
Ericsson and Norwegian operator Telenor have signed a global frame agreement for the supply of microwave transmission solutions. The two year contract is an expansion of the existing partnership and covers all majority-owned Telenor group affiliates worldwide. ...
KTF, one of South Koreas cellular providers, has launched a next-generation ultra-high speed 3.5G wireless network in Seoul and cities across South Korea using wireless broadband technology from LG-Nortel. The network supports advanced handset capabilities including...
Nokia has won a managed services and 3G/HSPA network deal with mobily, a brand of Etihad Etisalat Company (EEC), in Saudi Arabia. Under the agreement, Nokia will provide as a managed service (build-operate-transfer) network optimization, operation and maintenance,...
One in five UK employees feels insecure in their job because of the risk it will be ‘offshored’ to a low-cost country such as India or China, while two in five say that they feel less secure in their jobs than they did three years ago, according to new...
Coaching contact center agents yields impressive results it enhances the customer experience and empowers supervisors and agents. It is the training method preferred by agents and yields timely and quantifiable benefits. Real-time coaching has the added advantage of...
