In the telecom space, brands face an ongoing struggle to retain frontline representatives who directly interact with consumers. Not only are they operating in a highly commoditized industry where the only variation among competitors comes down to price, but they’re also routinely overloaded with product details and customer frustrations. As a result, they often don’t have a real understanding of the brand story. Thankfully, telecom brands have the power to make improvements. How? They can engage these employees the right way, support them in delivering a great customer experience, and work to help them find internal brand alignment. Read the full article here.
How Confidence Affects Consistency in the Customer Experience
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