Excellent Customer Service Requires Emotional Intelligence

19. September 2017.

Staff engagement is a key component in a telco’s ability to positively impact customers, based on new data from InMoment. The company recently conducted a survey of 11,000 North American customers of Internet, mobile and TV services and found that telecommunications companies’ customers just plain hate them. Telcos are turning to self-service, automation and artificial intelligence applications like chatbots, but these tools are appropriate only in some scenarios, InMoment suggested.

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