Liad Churchill
2022 Trends: Discover the Future of Call Centers
In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. There are many new ideas, initiatives, and...
The True Remote IT Support Cost & How to Optimize this Necessary Expense
The pandemic has ushered in a new age of the remote workforce. Far from being a temporary phase, Stanford University research estimates that at least 42% of the employee population in the US now works from home full-time. And remote staff need help acclimating to their...
The New Hybrid Field Service Model: Does Visual Assistance Have A Part To...
The pandemic has transformed how field service is delivered, with the industry focused on servicing customers in the most efficient way possible. On the one hand, 65% of customers report that they would avoid technician visits unless strictly necessary, a sentiment that has resulted...
How to Reduce Returns: 8 Tried & True Tactics
Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020. Managing these product returns...
The UK Fuel Shortage 2021: How to Ensure Business Continuity
With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel shortage is making headlines. But this time, the issue isn’t a global pandemic or foreign political unrest that has caused some petrol stations to introduce...
Beyond Remote Support: 5 Ways Your Organization Can Use Visual Assistance
When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. However, Visual Assistance can deliver value to many other use cases, all of which can help your...
Brouhaha in Broadcasting: The Cable Digital Transformation
The cable industry is at a crossroads. No longer are consumers watching news, entertainment, and sports over a limited number of channels at specifically scheduled times of the day. The Internet, mobile technologies, and streaming channels have given consumers an unlimited source of viewing...
IT’s Role in Support for Remote Workers
After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH model. This new era has catapulted IT into a front-seat role as remote workers rely on IT to keep them...
Warranty Cost Management: Guarantee Satisfaction & Profitability
Product warranty management has become an area of focus for many manufacturers. When a product breaks or does not function properly, the OEM is typically liable for the repair, replacement, or refund of that item according to the terms of the warranty. Aside from...
The High Cost of Being Unprepared: How Field Services Can Create a Disaster Recovery...
2020 and 2021 have been roller-coaster years for businesses, having to respond and pivot from one crisis after another. From a global pandemic and blocked Suez Canal, to natural disasters like the freeze in Texas, fires in California, and floods in Australia, to technical...
Overcoming the Challenges of Medical Device Support
In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. It’s therefore no surprise that the global medical device...
Hear from the Experts: Thoughts on the Future of Computer Vision and Visual Self...
Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex, the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks. The technology has ushered in the age...
4 Innovations that Help Reduce Truck Rolls
It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more…
5 Ways Home Security Firms can Boost CX with Visual Assistance
The future of the market for home security firms is bright. Rising crime rates, falling prices of home security devices, and the growing adoption of IoT smart homes and cloud-based technologies are driving the sector to an estimated $62.3 billion by 2025. While the increasing demand...
7 New Technologies to Improve Customer Service in 2021
In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational...
The Gig Economy is Paving the Way for Agile Customer Service
The Gig Economy – Work On-Demand In recent years, the world has been trending toward a gig-based economic format. A gig refers to when an independent worker is hired, often through a digital marketplace, to work on a short-term project or task on-demand, such as...
Seeing is believing: Why contact centers must embark on the journey towards Visual Transformation
The Age of Contact Center Transformation Like many industries these days, contact centers are at a crossroads. On the one hand, every business needs to save money and customer service is generally the first on the chopping block. On the other hand, call volumes are...
AI in Call Centers: Top innovations for 2021
Call centers are busier than ever. According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial...
4 Reasons why your Customer Service Needs to be a Profit Generator
Is customer service a cost center or a profit center? If you answered ‘cost center’, right now is the perfect time to challenge that assumption. Read on to learn four reasons why this is the case - and how to make the shift within...
How to offer great IT Support for WFH Staff with visual assistance (6 examples)
Today more and more companies are recognizing the benefits of allowing their employees to work from home (WFH), or more accurately, work from anywhere (WFA) that best suits their lifestyle. In fact, Global Workplace Analytics estimates that 25-30% of the workforce will be working...