Telia won the procurement when Cassiopeia IT chose a contact center platform for five municipalities in Uppland county. Cassiopeia is a joint IT committee for the municipalities of Tierp, Östhammar, Älvkarleby, Knivsta and Heby with the aim of “enabling better coordination of resources, reducing vulnerability…
The Swedish Public Employment Service had already begun its transformation journey when the political “January agreement” in early 2019 changed the circumstances drastically. Budgets were cut and the overall assignment was reshaped. But even though the conditions changed, the goal was still the same: the…
Zandra Bylund is part of a team that manages all routines for the bank’s advisors and creates instructions on how to execute tasks for clients. She is also business owner for Telia ACE Knowledge at SEB. Hi Zandra. You have been a key player in…
If there is one thing we have learned in recent weeks’ turbulence, it is that there is a great need for updated, verified and consistent information. Meeting that need requires processes, resources and skilled personnel. Having a smart platform for centralized information management also helps.…
ACE Survey is a smart survey tool that helps you measure customer satisfaction and deliver better service. ”Municipalities that are successful in their customer meetings will, in addition to bringing diwn their costs, be able to build a strong brand, both as an employer an…
Surveys show that about 70% of people prefer to speak rather than press buttons. Here you have an IVR that also understands when the customer describes the issue using his or her own words. Easy to find your way If necessary, the IVR asks a…
Using a chatbot from Telia ACE, you can create an automated customer meeting where the customer chats in exactly the same manner as if there were a human at the other end of the line. “ACE chatbot helps us convey the right information at the…
In a recent chronicle in “Telekom Idag” our own customer experience guru Fredrik Lemming shares his thoughts and experiences on how to meet the challenges many of our clients are facing. The original article in Swedish is available at telekomidag.se/fredrik-lemming-sa-staller-ni-om-kundmotet-snabbt-nu. Below is a translation for…
Telias Mats Andreasson has attended the Kundeservicedagane business event every year since 2016. We checked in with him to hear what’s been trending over the past few years. What has been hot, what has cooled off and what is everyone curious about right now? Hi…
These days, almost all customer service cases start on the web. Customers, users and people in general make broad online searches to find information about their issues. They look for solutions to their problems on the websites of companies, organizations and authorities. If you can…