Andrew Mort

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...

Visually Enhancing Agent Experience Creates Better CX

With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience leads to reduced motivation and even burnout. In fact, research shows that small-sized call centers (less than 50 seats) have...

Remote assistance: protecting customers and employees from coronavirus

To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers. Organizations will often ask staff to work from home in order to...

Call Center Automation Depends on Collaborative AI

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. AI-driven call center automation has had a...

Customer Retention in the Telecom Industry – New Thinking

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer...

Customer Service Trends 2020

Companies now know that customer experience is the key competitive differentiator. Data shows that organizations which excel in CX outpace laggards on the S&P 500 index by almost 80%. Their customers are more likely to make repeat purchases, to try additional products or services,...

Successful Call Center Agents Share This Personality Type

The contact center agent’s job is getting harder The ongoing shift to self-service has brought about many positive changes to the customer service field. Call volumes in many contact centers are down along with the cost to serve. Fewer customers now require assistance from live...

How to reduce call volume with Computer Vision AI

Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They don’t want IVR menus, hold times or even the perkiest reps. They want to help themselves when it’s most convenient to them and if that’s...

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