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Latest
  • 24 Jun 2022 | Mobile vs Desktop: How Do You Read Commsrisk?
  • 23 Jun 2022 | The Wangiri Fraud That Was Mostly a Billing Error
  • 22 Jun 2022 | Regulator Warns Telco for Failing to Investigate Spam
  • 21 Jun 2022 | Huge Budget Rise Needed to Replace Chinese Tech in US Networks
  • 20 Jun 2022 | UK Government Proposes Heavy Fines for Spam Calls and Texts
  • 17 Jun 2022 | Saying African Telcos Are ‘Inadequately Prepared’ for Mobile Money Fraud Smacks of Unconscious Racism
  • 16 Jun 2022 | What If China Created a Rival to the US STIR/SHAKEN Program?
  • 15 Jun 2022 | New i3forum-RAG Survey Focuses on International Wholesale Fraud
  • 14 Jun 2022 | Widespread Reporting of Flubot ‘Takedown’ Shows How Little We Really Know
  • 13 Jun 2022 | New GVG National Revenue Assurance Tracking System Launched in Zimbabwe
> 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

Mobile vs Desktop: How Do You Read Commsrisk?


The Wangiri Fraud That Was Mostly a Billing Error


Regulator Warns Telco for Failing to Investigate Spam


Huge Budget Rise Needed to Replace Chinese Tech in US Networks



UK Government Proposes Heavy Fines for Spam Calls and Texts


Saying African Telcos Are ‘Inadequately Prepared’ for Mobile Money Fraud Smacks of Unconscious Racism


What If China Created a Rival to the US STIR/SHAKEN Program?


New i3forum-RAG Survey Focuses on International Wholesale Fraud



RAG RAFMCS Survey Results

Watch Eric Priezkalns give his summary of the largest ever survey of revenue assurance, fraud management and cybersecurity (RAFMCS) pros working for communications providers worldwide.

 

Recent Comments

  • Eric Priezkalns Eric Priezkalns 20 Jun 2022
    New Data Shows Big Flaw in STIR/SHAKEN Is Now Even Worse
    You don't need to apologize, Dennis. The only person who was pedantic about the word 'authentication' was me. But I have reason to be pedantic as there is confusion between how the word is used by a...
  • Dennis Dupont Dennis Dupont 20 Jun 2022
    New Data Shows Big Flaw in STIR/SHAKEN Is Now Even Worse
    Sorry if I was being pedantic about that one word. I have been in the business of reading and implementing specs, so I may get hung up on them. Either way I think we have converged onto the root of...

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Editor
  • Eric Priezkalns
    Eric Priezkalns
Leading Contributors
  • Joseph Nderitu
    Joseph Nderitu
  • Michael Lazarou
    Michael Lazarou
  • Rob Chapman
    Rob Chapman
  • David Morrow
    David Morrow
  • Marianne Curphey
    Marianne Curphey
  • Lee Scargall
    Lee Scargall
Recent Posts
  • Mobile vs Desktop: How Do You Read Commsrisk?
  • The Wangiri Fraud That Was Mostly a Billing Error
  • Regulator Warns Telco for Failing to Investigate Spam
  • Huge Budget Rise Needed to Replace Chinese Tech in US Networks
  • UK Government Proposes Heavy Fines for Spam Calls and Texts
  • Saying African Telcos Are ‘Inadequately Prepared’ for Mobile Money Fraud Smacks of Unconscious Racism
  • What If China Created a Rival to the US STIR/SHAKEN Program?
  • New i3forum-RAG Survey Focuses on International Wholesale Fraud
  • Widespread Reporting of Flubot ‘Takedown’ Shows How Little We Really Know
  • New GVG National Revenue Assurance Tracking System Launched in Zimbabwe
  • AML Compliance for High-Growth E-wallet Markets
  • Ex-MI6 Spy Chief Says His Emails Were Hacked; Warns Against Simplistic Interpretation of Russia’s Methods
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