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…
As a major player in the market, Telia has a special responsibility for environmental issues and fighting climate change. That is why we have set ambitious goals for ourselves and we believe in delivering smart services in a way that fits in with our customers’…
When you go about procuring a new system, evaluating it based on usability, adaptability and how well it matches your internal processes is a no-brainer. Something that may not be quite as obvious for future system users is the information security aspect. Before initiating a…
The headline is a bit of a stretch, but it is one way to look at the possibilities when guiding calling customers from the IVR to online self-service. The benefits are faster help for the customer and less manual work for you. The key to…
– but there is potential for improvement for the contact center. In November 2019, the report “The Swedish people and AI”* was presented for the second year running. It is compiled by research agency Insight Intelligence in collaboration with Atea, Husqvarna, Ramboll and Telia. The…
We are now at a point where technology has, in many ways, caught up with our visions. We can use artificial intelligence to improve efficiency and quality of our customer meetings. From having been a series of interactions in different channels, the customer experience of…
A common misconception is that a video meeting is like a phone call with a picture. But that is not true. A video meeting is like meeting in real time, minus the travel time. It is as flexible as it is sustainable, and it is…
It’s with a sense of pride that we kick off this new ACE blog. For the first time, Telia ACE has joined the ranks of global and European contact center providers who qualify for Gartner’s report “CCaS (Contact Center as a Service), Western Europe”. From…