Looks like they’ve been paying attention ..
Here is a statement from Thomson Reuters:
On Jan. 3, 2022, we adjusted how the Reference Attorney service is offered. We studied the issue and felt this adjustment of shifting resources to core business hours would reduce customer wait times and provide improved response times when 95% of customer contacts were being received.
From the start, and as with any change, we committed to monitoring customer feedback, analytics, and other data to evaluate if the adjustment was appropriate or if additional changes may be needed. In conversations with customers at the end of 2021 and over the last few days, we have heard their concern regarding the change made to the Reference Attorney service. To ensure we are meeting the needs of our customers, we will reinstate the 24-hour/7-days-a-week Reference Attorney service on Jan. 18, 2022.
As we still have a need to reduce our customers’ wait times, we are also looking at creative ways to increase our capacity, increase talent retention, attract a broader talent pool, and move faster to fill our open roles to help realize the reductions in wait times we forecasted as part of the original decision.
Read Dewey B for more. https://www.deweybstrategic.com/2022/01/breaking-news-thomson-reuters-to-reinstate-4×7-research-helpdesk-january-18th.html
