Andrew Mort

Truth in Teamwork: How Cross-functional Collaboration Drives Remote Resolutions

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and collaboration. Their agents and technicians are effectively siloed. A rep may promise a customer next-day service but then field service...

Hello to “Hands-Off”: Visual Strategies for Contactless Service

Does this sound familiar? A customer calls the contact center with an urgent issue. His new coffee machine isn’t working properly, his smart sprinkler system isn’t configured correctly, or his internet connection is inexplicably down. A tier one agent gathers the requisite information: model...

Enhancing Remote Maintenance using Visual Technology

Field service organizations have long been implementing measures to reduce their high operational costs. Technician dispatches, in particular, are a huge drain on resources, considering that each truck roll involves technician labor costs, and vehicle expenses such as fuel and insurance. Remote maintenance is therefore...

Automated Field Service Scheduling: The Power of Computer Vision AI

Improving efficiency has become a priority for many field service organizations, and some are succeeding by harnessing the power of AI to improve their internal processes, especially for scheduling. According to an industry survey, in 2018 52% of companies were still using manual methods for...

The Central Role of AI in Multiexperience CX

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. This emerging approach is known as multiexperience (MX). MX...

Computer Vision in Field Service: Empowering and Enabling Technicians

Even before COVID-19 disrupted the world, the introduction of Computer Vision into field service had begun to transform the industry. Seasoned Baby Boomer field service technicians are rapidly approaching retirement, causing a generational gap. When these older technicians hang up their tools, precious industry...

Bridging the Knowledge Gap in Field Service

Today’s number one challenge in field service is the knowledge gap between Baby Boomer technicians - an aging workforce - and the next generation of technicians who have less experience and want more independence. The population aged 60+ is growing faster than any other...

How Field Service KPIs are Evolving in the New Normal

The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end. Internet, water and electricity services must be maintained, forcing companies to work even harder to strike the right balance between ensuring customer satisfaction and...

Field service outsourcing made simple with visual technology

Field service outsourcing offers plenty of benefits, but it also presents major challenges. And during a crisis such as COVID-19, there is often a sudden and urgent need to accelerate the outsourcing process without compromising on standards. This article describes how companies using visual...

Multiexperience Strategy: The New Apex of the Customer Journey

The average U.S. household currently contains 11 connected devices, and as that number grows in the coming years, driven largely by the rollout of 5G, the challenge for enterprises is twofold. On the one hand, they need to deliver the products and services consumers...

Choosing the Right Remote Assistance Software for Your Technicians

During the COVID-19 crisis, every company wants to continue providing uninterrupted service. From utility companies and communication services providers to insurers and consumer electronics suppliers, the two main challenges are ensuring service delivery and protecting their most essential workers: field technicians. This has prompted...

Call Center Agent Utilization – Why Visual Tools Ensure Optimum Efficiency

Every customer service professional knows that running a successful call center is a constant balancing act. Managers will often focus on improving employee productivity to keep customers happy and costs down. However, if they are too successful at increasing productivity, their efforts can easily...

The Artificial Intelligence Field Service Revolution

What is the role of artificial intelligence in field service? In today’s customer-centric and highly competitive marketplace, organizations providing field service must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience. Failure to achieve a first time fix...

Personalization and Privacy in the AI Era

Delivering personalized customer experience goes way beyond addressing a customer by name in an automated email; it is about knowing the customer’s interests, history and intent, and using this data to create a level of engagement that is authentic and relevant at every stage...

Remote Visual Support: 5 Core Considerations when Selecting a Solution

Offering fast, intuitive guidance for a wide range of issues – from device self-installation and troubleshooting to document capture and billing advice – remote visual support technology allow contact center agents to see exactly what the customer sees. By eliminating the long lists of...

Coronavirus, Business Continuity and Visual Assistance: How Enterprises Ensure Service Delivery

As the impact of the COVID-19 pandemic intensifies in a growing list of countries, leading enterprises are seeking out solutions that enable them to protect key personnel and customers while maintaining service delivery. To address the unprecedented fallout of the coronavirus, business continuity planning...

The COVID-19 field service challenge: ensuring business continuity with remote support

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications. These are lifelines for millions of people and in field service, COVID-19 represents a unique challenge. With...

Shifting your contact center to Work from Home as part of your business continuity...

Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. In the current climate, this model has emerged as a critical element...

The Tribal Knowledge Base – Sharing the Wisdom in Customer Service

Contact center attrition rates are notoriously high. According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30 and 45 percent, which is more than double the average for...

NTF No Trouble Found Returns: a Supermassive Black Hole for Retailers

Black Friday is a day that retailers wait for all year, and 2019 was no different. Digital sales for the retail holiday increased nearly 20 percent last year, reaching $7.4 billion across the 4,500 retail websites tracked by Adobe Analytics. Consumers also found their...

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