“In 2020, customer support teams are no longer considered simply a ‘cost of doing business', but a key component in the company’s brand development. Customer service teams are in the front lines of customer communications, which means that they’re experts in identifying customer’s needs."

“We have learned that, in order to ‘win hearts and wallets,’ telco companies must not only deliver amazing technology, but also prove that they have the customers’ best interests in mind while providing an outstanding customer experience. In France as in other European countries, telco customers are switching from brand …