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Latest
  • 8 Mar 2021 | Poll: Summer Conference in London?
  • 5 Mar 2021 | A Clearing House for CLI Validation
  • 4 Mar 2021 | Commsrisk Top Ten for February 2021
  • 3 Mar 2021 | Why China’s Digital Currency Is a Threat to US Power
  • 2 Mar 2021 | Submit Your Bid for the Commsrisk Advertising Auction
  • 1 Mar 2021 | Streaming Will Kill Other Television
  • 26 Feb 2021 | Over 10,000 Views for RAG TV’s Weekly Interview Show
  • 25 Feb 2021 | Academics Recommend Mix of Machine Learning and Premium Rate Number Monitoring to Detect IRSF
  • 24 Feb 2021 | Telenor Opposes Myanmar Cybersecurity Bill; Defends Human Rights
  • 23 Feb 2021 | Second Cell C Exec Arrested for $8.6mn Fraud; Operator Says More Employees Were Involved
> customer service

AT&T Bills Customers after Their Home Is Burned Down

By Eric Priezkalns 10 Jun 2020 Assurance & Audit

Perhaps the US telco was unaware of which lines were disconnected by devastating wildfires in California, but did they have to be so unresponsive to the justified complaints of these customers?


Why Streaming Services Need Assurance Thinkers

By Rob Chapman 1 May 2019 Assurance & Audit

Spotify rapidly resolved an error which resulted in duplicate charges, but why do data-rich businesses allow these mistakes to happen in the first place?


Customer Makes Mobile Money Mistake, Telco Pays

By Joseph Nderitu 12 Jun 2018 Digital Money

Uganda’s regulator will investigate MTN to see what more can be done about customers sending mobile money to the wrong numbers.


How Biometrics Fights Fraud and Serves Customers

By Joseph Nderitu 12 Jan 2018 Risk, Fraud & Security

Identifying customers by asking questions is a risk because the answers are also known to internal fraudsters. Safaricom will use voice biometrics to reduce fraud and boost service.


A Sentimental Journey: Data and the Customer Journey Map

By Mark Jenkins 6 Jul 2016 Data & Analytics

A Customer Journey Map (CJM) tracks sentiment across every interaction, making it easier to build trust and reward loyalty.


RIP Customer Service

By Joseph Nderitu 27 Apr 2016 General

There say death and taxes are the two certainties in life, but poor customer service comes a close third.


Customer Value: From Scattered to Consistent

By Dan Baker 19 Nov 2015 Data & Analytics

Cretièn Brandsma of VimpelCom explains why Customer Value Management (CVM) is about properly aligned sales incentives and an ongoing dialogue with customers.


What Butt Dialing Says About the Need for Data

By Eric Priezkalns 22 Oct 2015 Data & Analytics

Google’s research into emergency calls shows why significant operational efficiencies can only be identified if you collect the right data in the first place.


Calculating the Return on CEM

By Eric Priezkalns 22 Jul 2015 Data & Analytics

The TM Forum has released a ‘calculator’ which estimates the benefits delivered by Customer Experience Management (CEM) projects.


This Is What Happens When Telcos Treat People Like Machines

By Eric Priezkalns 21 Jul 2014 Risk, Fraud & Security

The relationship between people and machines has been a recurring theme on talkRA. I discuss the tension between people and machines a lot. But I…


Top Stories on Commsrisk

Poll: Summer Conference in London?


A Clearing House for CLI Validation


Commsrisk Top Ten for February 2021


Why China’s Digital Currency Is a Threat to US Power



Submit Your Bid for the Commsrisk Advertising Auction


Streaming Will Kill Other Television


Over 10,000 Views for RAG TV’s Weekly Interview Show


Academics Recommend Mix of Machine Learning and Premium Rate Number Monitoring to Detect IRSF



RAG TV Season 3

Commsrisk Editor Eric Priezkalns is back presenting a new season of RAG TV! Watch the replays if you miss the live show. Here is the season opener, where Eric and co-presenter Lee Scargall reviewed the events of 2020.

 

Recent Comments

  • Sean Killeen Sean Killeen 2 Mar 2021
    Academics Recommend Mix of Machine Learning and Premium Rate Number Monitoring to Detect IRSF
    Gents, thank you for referencing FraudStrike. Yes, this brand was subsumed under the FMSevolution trademark, and this link now points to our updated website. All original...
  • JosephNderitu01 JosephNderitu01 2 Mar 2021
    Raw CDR Analysis Is Central to Revenue Assurance
    I agree. Even in the age of automation, RA practitioners should still get their hands dirty every now and then by doing CDR analysis and checking the logic of automation. Whenever...

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Editor
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    Michael Lazarou
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    Lee Scargall
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    Mike Willett
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    Dan Baker
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Recent Posts
  • Poll: Summer Conference in London?
  • A Clearing House for CLI Validation
  • Commsrisk Top Ten for February 2021
  • Why China’s Digital Currency Is a Threat to US Power
  • Submit Your Bid for the Commsrisk Advertising Auction
  • Streaming Will Kill Other Television
  • Over 10,000 Views for RAG TV’s Weekly Interview Show
  • Academics Recommend Mix of Machine Learning and Premium Rate Number Monitoring to Detect IRSF
  • Telenor Opposes Myanmar Cybersecurity Bill; Defends Human Rights
  • Second Cell C Exec Arrested for $8.6mn Fraud; Operator Says More Employees Were Involved
  • Infosys Launches Corda-Based Competitor to the RAG Wangiri Blockchain
  • Fears That STIR/SHAKEN Will Lead to Blocking of Calls from Small Telcos
  • Why Telecoms Fraud Is Like a Virus
  • Do Not Underestimate Satellite Broadband
  • The Real Reasons Carriers Cannot Fix Fraud
  • $14.5mn Fine for Telco That Overcharged Customers for 8 Years
  • Police Arrest International SIM Swap Gang That Stole $100mn in Cryptocurrency
  • Revenue Assurance for 5G
  • Raw CDR Analysis Is Central to Revenue Assurance
  • Why the UK’s Supreme Court May Have to Decide If Simboxes Are Legal
  • Subex Announces First Dividend in 14 Years
  • RAG TV: Telcos, Planes and Autonomization
  • US Extradites Australian and Chinese for $50mn Premium SMS Billing Scam
  • Telco IT Exec Accused of $8.6mn Fraud Following Internal Audit
  • Commsrisk Top Ten for January 2021
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