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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.

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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 Media Contacts WDS Areege Al Zubaidi, Marketing Communications, WDS Areege.AlZubaidi@wds.co Xerox Kevin Lightfoot, Xerox VP Global Communications +1-214-841-8191 kevin.lightfoot@xerox.com Media Pack Graphical content for the media Online | Offline Archive ► 2015 ► Apr The omni-channel … 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

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Poor online self-care: a €510m headache for European mobile operators

A third of all calls taken by customer care agents come from customers who failed to find a resolution online, according to research from WDS, A Xerox Company. 5th December 2013, Poole, UK: A third of customers who call their mobile operator for support do so only because they failed to solve their problem online … Continued