FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE; INTERVIEW WITH EARL E. SMITH JR., HOME TELECOM
HOME IS WHERE THE CX IS
HOW HOME TELECOM TRANSFORMED ITS BUSINESS.
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Home is where the connections begin and are the most important: with family members, loved ones, and friends. Connections that then extend into the broader community, like for business / work, education, services( e. g., financial, government, healthcare), shopping, and entertainment.
Home Telecom, headquartered in Monck’ s Corners, South Carolina( north of Charleston), has been enabling such connections since its founding in 1904.
The company is a locally-owned telecommunications provider that connects residential and business customers throughout Berkeley, Charleston, and Dorchester counties with high-speed internet, voice, video, managed Wi-Fi, security solutions, and business communication services.
Home Telecom’ s customers range from residential subscribers and remote workers to small businesses, enterprise organizations, healthcare providers, educational institutions, and government agencies.
EARL E. SMITH JR.
“ For more than 120 years, our mission has remained centered on delivering exceptional service while being‘ the easyto-do-business-with company’,” says Earl E. Smith Jr., Home Telecom’ s Director of Customer Experience.
To learn more about how Home Telecom serves and supports its customers and builds and maintains their loyalty, we had a virtual conversation with Earl. We also discussed the company’ s service challenges, how it overcame them, and its next steps for the future.
HOW DO YOU SERVE YOUR CUSTOMERS? WHICH CHANNELS, INCLUDING AUTOMATED AND LIVE AGENT, DO YOU USE TO ENGAGE WITH THEM?
6 CONTACT CENTER PIPELINE