Quality & Efficiency

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Delivering excellence in customer service, while keeping costs low

The telecommunications industry is a mature and intensely competitive market. Customer loyalty is low and margins are under great pressure, giving telecommunication companies little room for manoeuvre. Delivering efficient, high-quality customer service (the key to reducing customer churn and fighting off rivals with cut-price offerings) is proving a particular challenge in this context. Produced with the cooperation of Vodafone, Virgin Mobile and Aliant, this report shows how some of the biggest names in the industry have overcome these obstacles with help from eGain Knowledge.

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