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MTN and WDS win Best Customer Experience Award

MTN and WDS win Best Customer Experience Award

We are very pleased to announce that WDS and MTN have won the Best Customer Experience Award from Total Telecom Africa. The WDS team worked very closely with MTN to help them fulfill their corporate mission “to make the lives of their customers a whole lot brighter”.

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New study gives telcos their first-ever benchmark on customer loyalty: NPS +26

New study gives telcos their first-ever benchmark on customer loyalty: NPS +26

A study by WDS, A Xerox Company, calculated that a customer base starts to display a willingness to repurchase and remain loyal to a telecom provider when its NPS reaches +26. This is the first time that an industry-wide target has been established for the NPS, which is now a standard performance measure throughout the telecommunications industry.

New Xerox virtual customer care agent learns like we do

New Xerox virtual customer care agent learns like we do

The new WDS Virtual Agent manages customer care interactions by analyzing data and learning from its human colleagues. Silently listening, it detects how human agents diagnose customer problems and offer solutions. In doing this it quickly develops the intelligence it needs to understand and solve customer queries itself, without having to be programmed.

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WDS – boosting customer care for MTN South Africa

12th June 2014, Johannesburg, South Africa: WDS, A Xerox Company (NYSE: XRX), today announced that MTN Group’s customer service representatives (CSRs) now have full access to WDS Agent Expert. The solution provides CSRs with the knowledge they need to deliver accurate and effective support to resolve mobile device issues first time. WDS has been working … Continued

Revealed: operator customer retention driven by subscriber inertia

Revealed: operator customer retention driven by subscriber inertia

Over a quarter of customers staying with their mobile operator only because they find it too inconvenient to switch Xerox Kevin Lightfoot, Xerox VP Global Communications +1-214-841-8191 kevin.lightfoot@xerox.com Media Pack Graphical content for the media Online | Offline Retention budgets having little impact, satisfied customers still represent churn risk. 13th May 2014, Poole, UK: Customer … Continued

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WDS shortlisted for 2014 Telecoms.com Awards

WDS shortlisted for 2014 Telecoms.com Awards

WDS, A Xerox Company, today announced it has been shortlisted for its collaboration with MTN South Africa (the ‘Smartphone Tool’) in the CEM category of the inaugural 2014 Telecoms.com Industry Awards. The CEM (Customer Experience Management) award recognizes achievements from service providers, and relevant suppliers, in improvements made to customer relationship management. Judges looked at … Continued