WDS Agent Expert
Empowering agents to deliver compelling customer
service experiences
WDS, A Xerox
Company, provides
multi-channel
knowledge
management, care
automation and
analytics to help
brands deliver a
more effective
customer service
experience.
The need to deliver a compelling customer service experience
has never been greater. Organizations must therefore prioritize
their customer service investments in ways that reduce cost
without compromising customer satisfaction.
WDS research conducted over the last 24months reveals that contact centers currently have
less than 50% knowledge coverage for top product related call drivers. This knowledge gap is
costing consumer electronics brands across a multitude of OPEX metrics, increasing expensive
call escalations and average handle times (AHT), decreasing first call resolution (FCR) and
degrading customer satisfaction.
Agents need access to the right information, for the right customer and at the right time. Only
then can they provide your customers with a compelling customer service experience. WDS
Agent Expert empowers agents with the knowledge and tools that they need to deliver accurate
and effective product support, first time, every time, delivering an estimated 41% OPEX
reduction for product related support calls. The cloud based user interface has been designed
to optimize the discovery of contextual and relevant answers, positioning every agent in the
contact center as a subject matter expert.
Technology
Services
Consulting
www.wds.co
Underpinned by the WDS Knowledge
Management Process, Agent Expert
hosts a suite of agent tools to assist with
device identification and specification
lookup, problem troubleshooting, device
configuration, guidance and solution delivery.
Agents also benefit from ready access to
important agent notifications, such as service
advisories, upcoming OS release dates and
known issues. In addition to best-in-class
agent usability, the product is also supported
by expert analytics, focused on the delivery of
actionable insight.
Dynamic knowledge
WDS knowledge creation is driven by
user experience testing, analytics and
multi-channel transactional insights.
By understanding how customers are
interacting, how their support requirements
are being managed and where expectations
are not being met, WDS informs the creation
and prioritization of its knowledge assets,
therefore mitigating the risk of a knowledge
gap or deficiency damaging a support
interaction and even the profitability of a
customer.
Drawing on social media monitoring,
historical call drivers, usability testing and
other available insight, WDS can also better
prepare your contact center for the launch of
new products and services, ensuring the right
knowledge is available via Agent Expert in
time for launch.
Knowledge discovery and usability
Having the right answers available to agents
is not only dependent on the right knowledge
assets being available, but also on the
discoverability of these assets.
To ensure the right information is at the
agent’s fingertips, Agent Expert has been
optimized to surface contextual and relevant
knowledge, based on core troubleshooting
workflows and keyword searches. The
delivery of this knowledge is simple, concise
and accompanied by visual cues and device
simulations, enabling agents to provide clear
instructions to customers.
Actionable Insight
As with all WDS Technology and Services,
Agent Expert reporting aims to deliver
actionable insight. Our teams of dedicated
analysts are continually monitoring support
interactions so that constant corrective
action can be recommended and applied
through a change in process, or a change
in knowledge, to design failure out of the
customer experience and stop unnecessary
costs propagating across service channels.
Flexible deployment
Agent Expert is typically deployed as a
fully managed, cloud hosted service, and
is provided via a right to use license. The
application can be deployed as a standalone,
dedicated interface or via an API for seamless
integration with pre-existing solutions.
Alternatively, a blend of API and tool ‘widgets’
can be delivered as part of a customized
solution.
Through a compelling user
interface, Agent Expert
empowers agents with the
tools and knowledge they
need to delight your
customers.
To find out more about
WDS Agent Expert
contact us at:
[email protected]
FEATURES
• Keyword search
results categorized
by knowledge type,
allowing agents to
narrow their search.
• Interactive
‘Walkthrough’ device
simulation content and
clear textual and visual
guides.
• 360 degree interactive
view of product with
hotspots highlighting
key aspects revealing a
brief description.
• Up to 600 validated
accurate device
specifications per
device.
• Automated APN,
MMS and Email
configuration via
OTA CP functionality
supported by a
growing and frequently
validated database
covering over 99%
of the worlds cellular
networks and more
than 9000 validated
email settings.
• Notifications allow
highly important
information, such as
service advisories, new
device launches and
known issues, to be
shared directly with
agents.
WDS, A Xerox Company is the trading name of Wireless Data Services Ltd registered in England and Wales with company number 01714719. R
egistered address - Wireless Data Services Limited,
160 Queen Victoria Street, London EC4V 4AN. VAT number GB 911330278. WDS cannot accept (and hereby disclaims) any responsibility for loss or damage caused by errors or omissions.
All rights reserved © WDS, A Xerox Company 2014.