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.

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

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