Managed Services 2.0 It’s not what you think!

In my last post, I tried to cover some of the customer experience challenges service providers are facing and why Managed Services make sense as an approach to tackling those challenges.  In this installment I want to give some pointers on how best to work with a Managed Services provider in order to make sure [...]

Imagine this scenario: you get your phone bill from your service provider. You see that you have been charged for services you never signed up for. You call Customer Service, patiently listening to Paul Anka singing “You Are My Destiny”, only to hear the CSR sadly inform you that their “system is down”. After several [...]