Hagai Shaham

2 Innovative Technologies Guaranteed to Reduce Your Truck Rolls

The Truck Roll Challenge Truck Rolls - or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Every time technician is dispatched, the company incurs…

AR Remote Assistance – The Complete Guide

Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians.   The original concept of remote assistance is based on a technician’s ability to use a remote connection to temporarily...

3 Ways Digital Twin Technology is Transforming Customer Support

A Digital Twin refers to a virtual replication of a physical object – with the two linked together dynamically – enabling insights to be learned and actions to be taken within the virtual environment that can be applied to the physical object — ultimately...

AHT in the Age of Omni-Channel Customer-Centric Service

  February 12, 2018, 10:14 am. A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Customer: Hi, I am having a problem….. shhh, sweetie, shhhh…. Agent: What’s the problem? Customer: I’m having a…

How to enhance sales with visual engagement tools?

Online retail has been revolutionized in recent years; creating ease for consumers while allowing retailers to track and influence the buying process, effectively reshaping how, where and when customers interact with their brand. Yet, all this progress has created a new set of sales...

5 Technologies Helping B2C Field Services Meet Consumer Demands

In today’s customer-centric marketplace, B2C field service (FS) organizations face growing expectations for quicker resolutions, shorter arrival times and a better overall customer experience. To ensure they meet these challenges, Gartner predicts that by 2021, more than 50% of B2C FS organizations will rely...

How AR Instruction Manuals Drive Superior Product Engagement

  "Instruction manuals" The words conjure up images of thick black-and-white tomes, boring, underused, maybe even untouched for years in our homes.  But no longer. Augmented reality has “blown the dust” off the instruction manuals of yesteryear. Augmented reality (AR) is maturing as a technology…

Smart Glasses Vs. Mobile Devices? Which is better for AR for Field Service

With its value clearly proven within the field service industry and Goldman Sachs predicting that augmented reality (AR) will be an $80B market by 2025, it comes as no surprise that the sector is leading the market in practical implementation of AR technology.   The...

Augmented World – How AR Transforms Customer Experience

Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on a user’s view of the real world– is revolutionizing the customer experience. Through new mobile technology, AR has emerged as an innovative tool that allows brands an almost...

How will Visual Engagement Impact Your Contact Center? A Deep Dive into KPI’s

  Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone...

Service Recovery Paradox – How to Turn Failure Into Value

Tuesday, November 23, 2015 started out like any other day at work for James Crenson. Coffee, check email, prep documents for weekly meeting, solicit input from co-workers on slack. Um, Slack? At 8:50 a.m. EST, popular workplace messaging service Slack suffered a massive outage, leaving...

Smart Home Market Analysis – Expectations vs. Reality

All eyes were on the smart home market in 2017. After all, industry experts such as MarketsandMarkets predicted that the industry would be valued at  to$137.91B by 2023, growing at a CAGR of 13.61%. Tech giants are all clamoring to get in on the...

AI-Human Hybrid – The Right Customer Service Chatbot Solution at The Right Time

Image: Shutterstock With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a...

3 Methods to Capture the Promise of Technology in Call Center BPO Offerings

BPO Technology trends: Blessing or Curse? Many BPOs that have built the core of their businesses on the provision of human labor or Full Time Equivalents (FTEs) are wary of automation and its outcome. After all, if your fees are based on headcount, then introducing...

Technology Based Solutions to Enhance Customer Retention Strategies

Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. With Accenture...

AI in Customer Service – How to Deliver Real Value Now

Artificial Intelligence was the talk of 2017. The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., as well as a PR blitz by some of the leading technology enterprises. The customer service industry, in particular, pinned...

On-demand Economy Drives Customer Service as a Service – From Home…

The on-demand economy is defined as economic activity created to meet a consumer demand via the real-time delivery of goods and services. The instantaneous nature of our lives has generated customer expectations for fast, simple, and efficient experiences that rival those of messaging, e-mail,...

Rather face a dentist’s drill than hold for customer service?

Welcome to the age of the smart home. When John Martin wakes up each morning, his pre-programmed morning routine kicks into gear. The lights go on, the shutters go up, the heat turns on, the music starts and the coffee pod kicks into action. When...

Mayweather vs. McGregor – Learn how a Cable Company Avoided a TKO

In anticipation of the biggest boxing fight of the year -  Floyd Mayweather Jr. vs. Conor McGregor- a major US cable company had high expectations. Pay-per-view (PPV) is one of their most lucrative revenue streams, especially when broadcasting live combat sports such as boxing,...

Visual OmniChannel – Give Customers the Experience They Crave

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? Read on for surefire solutions. To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless...

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