Could a Focus on Customer Journeys Cure Telco CSAT Ills? (Genesys Telecommunications Laboratories Inc)

(Source: Genesys Telecommunications Laboratories Inc) The ACSI Telecommunication and Information Report paints a bleak picture of customer satisfaction across all standard offerings in the telecom industry, with especially low customer satisfaction (CSAT) or net promoter score (NPS) for their call centers and websites. Analysts have identified critical issues contributing to the customer dissatisfaction and the best tactics to solve them, which we have included...