Join WDS and discover why today’s self-care tools are failing. How companies can use their existing care assets to address the problem and how they can ensure their digital self-care channels are delivering relevant, discoverable and accurate customer care at the convenience of customers.
Implemented correctly, web-based self-service could drive as much as 50% of a company’s call volume away from its contact center, with significant implications for operational cost reduction and improved customer satisfaction.
Jun 2013: While industry churn data offers a useful benchmark and indicator of customer retention, the numbers typically offer very little analysis into the reasons for customer defection; in particular what’s driving it and how can it be mitigated.
Feb 2013: Mobile operators must create relevant, engaging and successful in-store experiences. This paper covers some of the challenges facing mobile operator retailing and explores the opportunities that can be leveraged.
Nov 2012: Windows Phone 8 represents a key development for Microsoft, and one that the company hopes will emphasize the relevance of Windows in a post-PC era. However, with more than 85% of new smartphone shipments running either Android or iOS, how will Windows Phone look to compete?
Oct 2012: Does customer experience really deliver financial benefit to those organizations that invest in it? In this paper, WDS, A Xerox Company explains how to create a customer experience that drives operator strategy so tightly that business performance and customer experience become inseparable.
Mar 2012: Churn has become a key measure used by industry analysts and financial commentators to determine mobile operator performance. Yet despite its prevalence as a reporting measure it’s not an immediately transparent figure to benchmark, analyze or predict. This paper provides an overview of how churn impacts mobile operator performance, how it is measured and why (and when) consumers leave a network.
Oct 2010: Android has democratized the smartphone experience.Smartphone products and services have become accessible and inclusive for millions of consumers and allowed mobile operators to target new customer segments. But it’s also changed the balance of power. This report looks at the how mobile operators should best leverage their Android investments.
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