Liad Churchill

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...

Need Mo’ Money? Customer Service can Help using the Power of Vision

Your business needs to generate more revenue. You turn to the sales team. Or do you? New thinking is pointing to another area of focus for boosting sales: Customer Service. Contact center agents and field service technicians are probably the best placed salespeople within...

The 3 Stages of the Visual Transformation Journey

With the new digital-first mentality, the need for remote support and enhanced customer engagement, brands are recognizing the need for a visual-first strategy for acquiring and keeping their customers. Yes, the Visual Transformation journey is already underway.  In Part 1 of this 2-part series, we...

How Visual Transformation Will Revolutionize Customer Service

We are living in a 'remote first' world where visual engagement has become a critical piece in our current day-to-day interactions. Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. This remote and digital-first world has...

5 Technologies that help your Customer Service Team drive more Sales

“Do you want to SuperSize that?” and “Do you want fries with that?” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to...

Visual Transformation in Telecom: Endless opportunities

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is - by all accounts - frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. to...

What 3G Sunsetting Means for Home Security Firms

3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. As this shift occurs, service providers will shut off the cellular infrastructure required to...

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