Delivering analysis and trends for the customer care community

Blog

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

Will EE’s paid-for support option open the flood gates for experimentation?

Will EE’s paid-for support option open the flood gates for experimentation?

The need to innovate and explore smarter, leaner approaches to customer care has never been greater. Tweet lang: en_US We've all bandied around difficult questions that challenge the status quo of customer care and the ability to charge customers for a premium customer care service has long been one of them. However, with change comes … Continued

Are you armed with the information you need to say yes to innovation?

Are you armed with the information you need to say yes to innovation?

Innovative ideas often can’t be supported as management lack the confidence, the appropriate guarantees and forecasts, that they need to say yes. Tweet lang: en_US In an effort to balance customer care costs and performance, more often than not innovation gets left by the way side. Without a compelling business case innovations are, at their … Continued

The next generation of Customer Care

The next generation of Customer Care

Today almost 30% of customers using online self-care tools are unable to get the support they need. With digital self-care channels becoming a staple in the modern customer care mix, it’s time to embrace more advanced technologies and enable these channels to work harder for customers.

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

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

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 have rushed to embrace cost efficient online self-care channels.

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