Delivering analysis and trends for the wireless community

Blog

The WDS blog delivers analysis into some of the key trends shaping the customer service experience, providing valuable insight for the wireless community.

The future care mix: will the contact center become obsolete?

The future care mix: will the contact center become obsolete?

In order to replicate the accuracy and dependability of the contact center on digital self-care channels, the approach to customer care needs to shift Tweet lang: en_US Today’s care strategies are under increasing pressure to deliver the best customer experience at lower and lower costs to the business. It’s not surprising then that many brands … Continued

Is your self-care strategy working hard enough?

Is your self-care strategy working hard enough?

There are very real risks for those with a dated approach to digital care and self-care Tweet lang: en_US Did you know that almost 30% of customers using online self-care are unable to get the support they need? Or that up to 20% of call volume in today’s contact centers is actually “fall-back” traffic following … Continued

How to give your contact center the innovation it needs

How to give your contact center the innovation it needs

Risk-aversion and cost sensitivity have seen the contact centers left behind but innovation doesn’t have to be risky or costly Tweet lang: en_US Hyper-competition coupled with the advent of a multi-channel landscape has pushed for new approaches to customer care. However, with today’s contact centres having to balance an increasingly complex ecosystem of customer experience … Continued

Overcoming innovation phobia in the contact center

Overcoming innovation phobia in the contact center

It’s time to face the fear and get innovating. Tweet lang: en_US As the care landscape continues to evolve, faster paced innovation is fundamental to achieving and maintaining customer care excellence. It’s no secret that the opportunities for those that can innovate beyond their competitors are greater; helping to improve both the profitability and the … Continued