Liad Churchill

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...

How AR Enables the 4 Key Field Service Trends of 2021

In the last few years, companies have been investing in their field service function as a way to differentiate and personalize their services and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with ServicePower reporting that 2020...

If we can see it, we can fix it: How vision is expanding the...

There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles.  Technicians normally found in the field are now stationed in a back office or working from home,...

2021: Emerging AI trends in the telecom industry

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services...

Customer service trends for 2021: Top analyst predictions

The times they are a-changin' World-wide changes have upended the best-laid plans and expert forecasts. Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service.  Service leaders are...

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....

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