Computers in Telecommunications: Customer Service

    Individuals within customer service heavily depend on computers to perform their daily tasks. This is arguably more prevalent within telecommunications than other customer service jobs. From the front-line customer service employees to the senior leadership members, every individual relies on their computer to review accounts, troubleshoot device and network issues, and assist customers with obtaining new products and services. The web-based softphones act as a portal for connecting customers with their representatives to address concerns about their services and accounts. Computers also bridge the gap between employees across the company, up to the executives, providing a line of communication for changes within the business.

    Since computers are the primary tool used within this industry, ensuring literacy is monumental. A large part of providing a good customer service experience is ensuring you get your customers back to their normal day-to-day as efficiently as possible. In situations where a customer may be without service, a representative's knowledge of their computer and systems and the customer's device can make a huge impact. Security measures are also a significant focus within the industry, as telecommunication companies handle large amounts of proprietary information. Computer literacy stretches beyond basic knowledge of how to use a computer. Employees must also know what measures are needed to prevent cyber attacks and safeguard confidential information.

    As the world of technology continues to advance, many industries are incorporating AI to enhance their workforce's efficiency. Over the next 10 years, I see AI significantly impacting the telecommunications customer service industry, providing many improvements to daily processes. AI integration would streamline both the customer's and the representative's experience. Simple processes such as bill payments could be automated, freeing more representatives to resolve complex issues. Predictive analytics, such as compiling information about a customer's account, network area, and device to diagnose an issue and then provide the representative with resources to easily resolve it.

    When it comes to hardware and network, I see advancements over the next 10 years, primarily in the network infrastructure side of the industry. Our reliance on cellular networks is becoming more and more prevalent, with many people opting for wireless connectivity for all their internet needs over traditional wired methods. I look forward to further innovation with the cell tower and fiber optic side, ensuring better network stability for the growing number of natural disasters we have seen over the previous years. Finding a way to better ensure customers' connection to the world, especially during times of disaster, would ultimately lead to a better experience for all levels of the telecommunication industry.