The CSP Journey to Customer Service Health

Four Principles for Customer Care Transformation

Customer care leaders at many communications service providers (CSPs) have their hands full with strategic "Customer Experience" transformations. These initiatives take time and touch many aspects of the CSP infrastructure, organization and customer processes. We have learned from our experience that the most successful service organizations "triage" their challenges and address each with a different solution – enabling them to deliver superior customer service in the short-term.

In this eBook, Pegasystems' Russell Palmer proposes four key principles that can make the journey to customer service health easier and more effective.