Liad Churchill

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...

How to Deliver Effortless Experience in the New Normal with Contactless Service

In the age of social distancing, is contact the new dirty word? With COVID-19 on everyone’s mind, it certainly seems that way. The new normal has companies seeking alternative methods of serving their customers without direct person-to-person contact. Known as “contactless service,” this new...

The Central Role of Computer Vision in Multiexperience

The ongoing quest to enhance customer experience has birthed a new buzzword: multiexperience (MX). This emerging trend has companies seeking to provide their customers with seamless, native experiences on any channel or device, via voice, video, or text. Gartner has placed MX among the top technology...

The Future of Remote Customer Support Tools is in the Hands of IT

As a sophisticated IT department, you’ve done everything right. When COVID-19 hit, you pivoted to support work from home, considering employees’ every need during the pandemic. You painstakingly assessed which new remote customer support tools were needed, strategically shifted budgets, thoroughly researched vendors, carefully...

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