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At CTIA Wireless 2009, cellular customers speak up and make their wireless wishes known
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CTIA 2009: Wireless Provider Wishes

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At CTIA Wireless 2009, cellular customers speak up and make their wireless wishes known
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DCITDave
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DCITDave,
User Rank: Light Beer
12/5/2012 | 4:07:41 PM
re: CTIA 2009: Wireless Provider Wishes


Yeah, the perspective of the average CTIA floor walker is something we don't hear that often. And you're right: They weren't all that critical, beyond what we normally hear. 


Would have been funny to throw you in the mix and hear some gripes about LTE deployments right smack in the middle of two folks talking about phone colors and whatnot.


 


ph

Gabriel Brown
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Gabriel Brown,
User Rank: Light Sabre
12/5/2012 | 4:07:41 PM
re: CTIA 2009: Wireless Provider Wishes


Nice idea. Bit of an easy crowd. That phones 'work without wires' seems enough for some people once you throw in a bit of customer service and lower prices.


Liked the guy from Pensylvania. Adding more towers is suitably difficult.  


Feel sorry for the Canadians. No flat rate mobile data. Really?

DCITDave
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DCITDave,
User Rank: Light Beer
12/5/2012 | 4:07:28 PM
re: CTIA 2009: Wireless Provider Wishes


re: " I guess the whole idea of turning a very manual, fairly long process into something much shorter and less painful has some appeal."


True in customer service.


Dentistry, too.

jasonlackey
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jasonlackey,
User Rank: Light Beer
12/5/2012 | 4:07:28 PM
re: CTIA 2009: Wireless Provider Wishes


It was interesting being at CTIA - I got to do customer care demos at the InnoPath booth for pretty much the entire show. We have some new technology using OMA-DM and a bunch of other TLAs to help mobile network operators and device makers deliver better customer support over the air. Long and short of it is that most of the people I talked to said that they did not really enjoy dealing with customer support and they felt that the calls usually took too long, often were frustrating and all too often if the call was about anything other than billing or service plans required at least one escalation. People talked about being hung up on, being transferred around and being transferred into black holes.


The cool thing was when I showed them the OTA technology we have - stuff where I can fix a broken email account over the air with a couple clicks of a mouse or update firmware, install software, configure the phone etc, most people thought that would make a big difference. I guess the whole idea of turning a very manual, fairly long process into something much shorter and less painful has some appeal. I guess things like 10 minutes with Steve the helpful CSR are probably more appealing that 30 minutes with Steve the helpful CSR.

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