Social Media is Entering the Mainstream of CSP Customer Care Operations
|出版日期||內容資訊||英文 37 Slides
|社群媒體CSP客戶服務業務的主流 Social Media is Entering the Mainstream of CSP Customer Care Operations|
|出版日期: 2015年01月16日||內容資訊: 英文 37 Slides||
Social networks and social media are becoming a valuable way for CSPs to communicate with tech-savvy customers.
Social networks have become a major force in our lives and, for an increasing number of consumers, represent a preferred channel to communications service providers (CSPs). Furthermore, social media is becoming a valuable way for CSPs to communicate with tech-savvy customers.
INFOGRAPHIC: AN OVERVIEW OF THE VALUE THAT SOCIAL MEDIA CAN BRING WHEN
INTEGRATED IN CSPS' MULTI-CHANNEL CUSTOMER CARE ARCHITECTURE
Atul Arora (Research Analyst) is a member of Analysys Mason's Telecoms Software research team and contributes to the Analytics Software Strategies, Customer Care and Digital Economy Software Strategies programmes. His areas of interest include omni-channel customer care, context-aware analytics and digital enablement. Atul joined Analysys Mason in 2013 after working as an intern analyst in the telecoms sector for a year. He has worked on a range of projects focused on telecoms verticals, cloud services and mobile services in emerging markets. He holds a bachelor's degree from Jaypee University (India) and a Master's degree in neuroscience from University College London.
Dr Mark H. Mortensen (Practice Head, BSS) is the lead analyst for Analysys Mason's Customer Care, Service Fulfilment and Digital Economy Software Strategies research programmes, which are part of the Telecoms Software research stream. His interest areas include customer self-service, new telco businesses entering the digital economy value chain, and network planning and optimisation. Mark holds an MPhil and a PhD in physics from Yale University and has received two AT&T Architecture awards for innovative software solutions. He is also an adjunct professor at UMass Lowell in the Manning School of Management, specialising in business strategy. Mark has also participated on the GSMA Global Mobile Awards judging panel.