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ice CC history and way forward, 2019 - Winner of Norways "Best in…
ice CC history and way forward
History
December -2009 - 10 seats outsourced CC
2010 - 2013 strong
growth in the Mobil Broadband subscriber base
December 2013 - Frequency auction in Norway
2016 - Migrated subscribers to our own network
2015-2018 - Period of strong growth Spartphone marekt:
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2010 - Kjetil was hired
2017 - Europe's fastest growing MNO
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Financial Times articel -
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2020 - Over all winner of Norways "Best in test" Customer service
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2017 - Winner of "Best in test" Customer Service Broadband and 2. place in over all.
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2019 - Winner of KSindex prisen (based on 20K interviews) Broadband.
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2020 - Customer growth still important.
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2019 ice had highest growth in the Nordics
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Contionues improvements
2018 - Developed Manny, API based portal with 180 degree overview of customer.
Goal:
Increase the overall quality at Customer service
Increase sales
Reduce errors done by agent
Reduce cost
2019 - Sales tips in Manny
2020 - Churn tips in Manny
2010 - ComAround - Wiki for Customer Service processes
2018 - Ellie - Elearing tool to train, certify and motivate agents with gamification
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2016 - Contract with SuperOffice (Ticket/CRM)
2020 - FreshWorks - Customer Service Management (CSM) system
2020 - iceGuide Quality Assurance based on COPC principals
2020 - Freshchat (migrate from vendors system to get everything in CSM)
ice Future
Move into digital solutions in a customer friendly way
Move traffic into more value added channels based on:
Customer Satisfaction score
Hitrate organic growth
Handling time (price).
Win awards that is more based on NPS scores
Get control over all traffic that end up as manual handling.
Push traffic into selfserice solutions
More automation of manual tasks
Use data to adapt, improve and redesign customer journeys
2019 - Winner of Norways "Best in test" Customer service Broadband
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