Cable Companies — Go “Over the Top” on the User Experience
February 02, 2012by Carl Davies, Convergys Smart Revenue Solutions
NEWSFLASH — Dateline London, January 2012: Netflix and Roku storm the United Kingdom, threatening to overturn the cable and satellite industry’s dominance of the video sector, even as home turf entrants Freeview and Freesat vie for customers by offering channels completely free of charge.
When OTT video players entered [...]
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Smart Grid: Customer Experience Begins with the Bill
February 01, 2012by Andy Corkhill, Convergys Smart Revenue Solutions
For decades the cornerstone of utilities’ relationship with customers – in fact, the basis for 75 percent of all utility/customer interactions, according to The Gartner Group – has been the bill. In principle, using the bill as the main vehicle of the user experience is right on the mark. [...]
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How Policy and Charging Control can Enable Mobile Payments
January 16, 2012by Curt Champion
If you are like most people, you have evolved in your cell phone usage from calls, to texts and data. The trouble is, while consumer demand on wireless network capacity is boundless, the supply is, and always will be, limited.
This will have to be taken into account as new services such as [...]
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Home Schooling for Agents: A Uniquely Virtual Training Experience
December 14, 2011by Rick Owens
In my last blog entry, I debunked the myth about the difficulties in recruiting and hiring home agents. Now, I will move on to address another common myth — that one-size fits all when training either a virtual workforce or a traditional brick and mortar workforce.
Simply put, training a virtual workforce is not [...]
