As we draw to the end of 2020, nobody can deny that this year the Covid-19 pandemic has been a key factor in driving rapid digitalisation. But while many operators have reacted quickly to the heightened demand, with an increased online presence comes a new emphasis on customer service – something that some operators are being slow to improve.
Speaking to Total Telecom in a video interview, CSG’s SVP of EMEA James Kirby explained how customers have been growing increasingly accustomed to the excellent customer experience delivered by major over…read more on TotalTele.com »