Liad Churchill

After UK Coronavirus Lockdown #3, Will Remote Contactless Customer Support be Here to Stay?

With the number of new daily confirmed cases of COVID-19 in the UK exceeding 60,000, the country has officially entered its third national lockdown. Having recognised the need to provide customers with alternative support options over the last 9 months when on-site assistance was...

Technical Reps or Agent Techs? The inter-changing roles of technical support and customer service

“You’ve reached Service Enterprises. Your call is important to us.For sales support, press 1.For product support, press 1.For technical support, press 1.For account updates, help with installation, or billing activities, press 1.” While most IVR systems don’t sound like this yet, the possibility is not...

Transforming CPG Inventory Management with Augmented Reality & Computer Vision

For a consumer packaged goods (CPG) company, inventory management is a never-ending cycle. Whether it’s a chain store, grocery store, or a vending machine in a gas station, keeping items stocked and accounted for and tracking what sells is a time-consuming and continuous undertaking...

5 Proven Ways to Make your Contact Center RPA Successful

Ever since the Industrial Revolution, organizations have always looked to robotic technology as a way to advance their operational efficiency. Think sewing machines, factory conveyor belts, even traffic lights. As industries digitize, more and more manual or routine repetitive activities can be automated –...

The Start of a New Era: How Service Leaders are Preparing for COVID-19 Vaccine...

2021. A new year. A new era in the COVID-19 pandemic. As the widespread vaccine rollout gets underway, businesses are grappling with many questions. While policies are being handled by governments and will later be addressed by legal and HR, service leaders must wade...

Slaying 6 Myths on Remote Visual Support

Emerging technologies make bold promises. Whether they ultimately go mainstream or crash strongly depends on delivering the goods, but also on the buzz surrounding them. And when it comes to determining a technology's potential, it's essential to separate fact from fiction. Remote visual support...

How Augmented Reality is Poised to Disrupt Field Services: Four Scenarios

Now more than ever, many businesses are searching for effective ways to improve field service. Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner. Augmented Reality and...

6 Habits of Organizations with Successful Remote Support

It’s as old as communication technology itself. The importance of following best practices is undeniable – certainly anyone who has seen the movie Apollo 13 will recall that it saved the lives of the failed mission’s astronauts 50 years ago. In the decades since,...

How to optimize customer service costs with visual assistance

For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? 😊 Eliminate evening and weekend hours? Limit call times to 3 minutes each? Slash the number of technicians per shift? Shut down live…

Paradigm Shift in the Future of Field Service Delivery

Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. The result of this shift is an explosion of remote service delivery....

How mature is your remote support offering? Evaluate it with this Capability Maturity Model

Using a Capability Maturity Model for remote support can provide valuable information both about what may be missing in your current level of adoption, but also introduce the concepts necessary to take it to the next level. You can access a detailed, comprehensive maturity...

New survey: What do customers expect from service providers during COVID-19?

With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery.  Back in May 2020, when the pandemic...

How to Reduce Field Service Costs to Meet Optimization Goals

Field service organizations have long been implementing measures to reduce their high operational costs. In particular, technician dispatches are a huge drain on operating expenses when considering labor costs, vehicle expenses, and the opportunity-cost of having technicians unavailable for revenue-producing activities. Field services may be...

5 Reasons Why your Field Service Performance Metrics should include Customer Effort Score

In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model. 65% of FS organizations identified customer satisfaction as either equal to or higher in...

Tried and true techniques for cutting costs in your call center

Contact centers are always looking for ways to reduce expenses. This is particularly true during periods of uncertainty and economic downturn, when cutting costs contribute to business continuity. Since most of a contact center’s operating costs are related to staffing, the easiest and quickest...

How to boost Field Service Efficiency with Augmented Reality & Computer Vision AI

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. Many are meeting this challenge by tapping into the power of Augmented Reality (AR), which displays on-screen graphical information over a physical environment. AR...

7 Steps to Deploying AI-powered Self-service during the New Normal

It’s no surprise that AI-powered self-service is gaining traction with customers. Even before the pandemic created a New Normal, 73% of consumers said they wanted to solve their issues on their own without having to engage with a human customer service agent. Now, with...

Tenant Experience and Remote Support: How Property Management Organizations are Transforming Service

Right across the housing sector, tenants aren’t just seen as renters anymore - they are now considered clients. They want to communicate on their preferred channels, receiving personalized content and proactive services. This tenant-first philosophy applies to both the private and public housing sector...

How to Motivate Your WFH Contact Center staff – Tactics for Remote Employee Engagement

COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Equipping staff with the necessary home office equipment and facilitating network access is only the beginning. When employees find themselves away from their regular office setting, they may...

Multiexperience: Where the Customer Journey and Employee Journey Converge

We are living in the experience economy. Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. Companies have taken note. In fact, according to Gartner research, almost 90% of...

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