Striving to provide a “personalized service experience” with every interaction, Telstra – Australia’s leading telecommunications company – offers its customers the ability to connect with the same agent each time they contact the company.
“A lot of frustration stems from customers having to re-tell their story,” says Monty Hamilton, Head of Digital Operations at Telstra. “It’s a real game-changer for us and our customers are loving it.”
With more than 16 million mobile, internet and TV custom...
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