This Industry Viewpoint was authored by Joshua Feast, CEO and co-founder of Cogito

Between customer complaints and requests for perks, discounts, and upgrades, Telecommunications contact centers face unique challenges. Frontline agents often serve as the first point of contact for many customers, making them the face and voice of the company. In such a competitive landscape, where one bad customer service interaction could result in the consumer switching service providers, telecommunications teams must figure out what to do to stay ahead of the rest. … [visit site to read more]