Andrew Mort
Andrew Mort
TechSee
With extensive experience of writing compelling B2B and B2C copy, including press releases, thought leadership articles and marketing content, as well as a track record of originating, selling and producing factual TV series for all the major UK broadcasters, I'm a proven creative with top-level writing, editing and proofreading skills.
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...
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...
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,...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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,...
Shifting your contact center to Work from Home as part of your business continuity plan
Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to...
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...
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...