When I read an article about customer service in telecom, I approach it as a consumer first and as someone “in the industry” second.  An interesting one, “Customer Care and Three Dog Night,” appeared in Tim McElligott’s Billing and OSS World blog and really hit the nail on the head.  As amazing as we have been at developing new communications services and applications for handsets, as an industry we still struggle to effectively leverage technology in a way that successfully adapts the customer care experience for the Web.[Read More]