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.
Do your frontline teams deliver your customer experience with confidence? That might seem like one question, but it is actually