ADVANCEMENT OF CUSTOMER SUPPORT (TOWARDS DIGITALIZATION & OMNI-CHANNEL)
Projects and Initiatives
Several important Projects and Initiatives of the Customer Support of Viva-MTS implemented in 2020 were towards the systems advancements and corresponding post-projects functional and operational advancements, intended to achieve the following goals:
- In the short and middle terms advancing the systems and processes of digitalization (both internal and external) of the front line by shifting to and operating the Multi-Channel Customer Support.
- In the middle and long terms to implement the sequential shift from the Multi-Channel into the Omni-Channel Customer Support for advancing a far superior/a higher level of the unified Customer Experience via the integrations of all offline and online/digital channels.
- By permanently increasing the level and quality of the Customer Support and Experience in all terms (from the short to long terms) by using and aligning all the capabilities effectively.
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