Meeting the Telecom Customer Care Challenge

Reducing Costs and Enhancing Service with the
IP-Based Virtual Call Center

Now that customer service excellence tops the list of winning telecom business strategies with an estimated $5 billion spent on call center and billing related technology in 2003*, the heat is on for telecom call center decision makers who are faced with the daunting task of providing better and more consistent service, and reducing operating costs at the same time. 

While these goals seem contradictory, they can be achieved using today’s IP-based contact center technology. Virtualizing the telecom customer care center with IP has many cost-saving and satisfaction-enhancing benefits:

• Combining multiple standalone operations (including offshore centers) into a single virtual contact center increases efficiency and control.
• Enabling faster and better application integration reduces backlog that slows down agents and makes them less productive. 
• Providing unified, universal customer access via telephone, email, and internet channels opens less costly or more convenient interaction possibilities while preserving quality and consistency across all channels.

In this Webinar, CosmoCom VP, Steve Kaish, will look at these and other customer care challenges facing telecoms today and make the case for adopting an IP-based virtual contact center solution to help meet them in a cost-effective and winning way.

Who should attend?

• Telecom executives
• Telecom call center managers and decision makers
• Anyone responsible for customer care within Telecom organizations who wants to learn more about how to save money and increase customer satisfaction
• Interested call center consultants, industry analysts, and journalists

This event took place on June 17, 2004 at 11:30am Eastern/8:30am Pacific

• View Now. 

*BusinessWeek, March 2004