With multiple personal-technology devices morphing into a single product, the telecommunications industry is experiencing a quantum leap in technical evolution. The comparatively primitive cell phone of just a few years ago must now be a music-playing, video-recording, web-browsing, photo-taking, and e-mailing personal accessory that you can still use to make a phone call. Why is it, then, given all this innovation, that when you have a question about your bill it takes so long for customer service to answer?

The processes and technology found in many call centers define their customer service, and unfortunately they haven’t kept pace with the quickly changing industry and its customers’ expectations.

The telecom marketplace is a seething, saturated environment where companies fight for market share. In the United States, that’s 86 percent of wireless penetration level, and 62 percent in Canada, according to World Markets Research Center. Of the 260 million U.S. internet users in a census-estimated population of 301 million, more than 50 percent now surf the internet via a broadband connection, according to The Atlanta Journal- Constitution.

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