Digital Nonprofit: Telecommunications

Tuesday, September 11, 2012

How often does this happen and how difficult is it to do right?

I called a company I do business with a lot yesterday. I was calling from my cell phone. I knew it would be about a 30 minute conversation. My fear was that the call would drop. At the start of the call, the representative took my phone number so I thought, OK, I'll be fine if the call drops. They can call me back.

So, sure enough, the call dropped after about 20 minutes and I had given them lots of information. I waited for the representative to call me back. Nothing.

I call back and get a different representative and have to start all over again. Really?

This doesn't seem to difficult to enable. Seems like something you would empower your representatives to do. Unfortunately, I've never seen it done.

Should be a basic of a better experience at a call center. I need to check and see how we do it at my own service (call) center. I hope we do better.

3 Most Common Problems with Cell Phones (mycricket.com)

Mobile internet browsing takes off

Mobile internet browsing continues to take off. It certainly highlights the need to make sure everything is mobile ready. Our internal data shows essentially the same trend.

In September 2012, mobile phones and tablets will for the first time be responsible for ten percent of internet browsing. For the calculation of usage development, Statista has taken figures from web analytics provider NetMarketShare. By the end of 2013, the share of mobile end devices will increase to over 17 percent.