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In the mature and saturated wireless sector, opportunities for differentiation are increasingly rare. Many wireless providers see the benefit in developing a deeper understanding of customer needs to increase the level of service across the organization. Unsurprisingly, the required combination of tools and service points to hit benchmarks for best practices is not a one-size-fits-all solution. Most providers, however, would benefit from two general principles: 1) keeping customer service representatives (CSRs) geographically close to the subscribers they are going to support; and 2) equipping CSRs with as much operational and technical information as possible to create a context that will allow them to quickly address any issues subscribers may have with service in their region. This high level of connection and context creates a precious opportunity to elevate the user experience. |
