Fixed incumbent customer service strategies: Industry Research Report

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Fixed incumbent customer service strategies

Published Date: March 2008

Published By: Ovum Plc

Page Count: 12

Order Code: R464-724

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Table of Contents

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Key messages
Customer service becoming top of the agenda
Background and scope
Overview
Definition of customer service
Operator approaches to customer service
Customer service becoming top of the agenda
Restructuring to improve the customer experience
One customer, one call
Increasing and unifying face-to-face retail presence
Developing expertise in-house
Outsourcing still used to support in-house operations
Promoting customer service from within
Key performance indicators (KPIs) for customer service
Customer service, customer satisfaction, customer experience - what’s the difference?
Service promises - the most visible KPI
Understanding and meeting customers’ needs
What does the future hold for customer service?
Much more to be done

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