Satisfaction as a weapon: Innovation in customer care is as important as it is in network equipment

Santo, Brian
July 2011
CED;Jul2011, Vol. 37 Issue 6, p16
Trade Publication
The article focuses on the relevance of innovation in the customer care of the communication industry in the U.S. The communication industry intends to improve its customer service from billing to call center tools to installer scheduling systems to network management. The vendors have used consolidation and innovation to respond to the customer service needs of multichannel video programming distributors (MVPDs).


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