More and more companies are recognizing that ‘contactless’ goes hand in hand with ‘effortless’ – reducing customer effort in the new normal means addressing safety
Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end-users. It establishes a live video stream with the customer
For years, service organizations have recognized the financial advantages of reducing truck rolls. But new approaches have shown that the cost of the truck roll
The future of customer service is about transitioning from cost centers that resolve issues to profit centers that increase revenue by generating upsells. According to
It’s no secret that customer service is a money drain. And the better service you want to provide, the more money you have to spend.
Remote visual assistance has become firmly entrenched in many customer service workflows today. The technology is being driven by a growing focus on reducing customer
Several months into the COVID-19 pandemic, customer service organizations are still facing unprecedented operational challenges as customer expectations are redefined. With sky-high demand for technical
As we move into 2021 with the COVID-19 pandemic, customer service organizations are still facing unprecedented operational challenges. U.S. consumers remain uncomfortable with allowing service
Several months into the COVID-19 pandemic, customer service organizations are still facing unprecedented operational challenges as customer expectations are redefined. An initial survey on customer
The uncertainty that has emerged from COVID-19 has created the need for strategic cost optimizations in almost every organization. At the same time, more and
In the new normal shaped by COVID-19, many IT departments face the challenge of supporting a newly formed or extended work-from-home (WFH) staff structure, a
Technician utilization has long been a critical KPI for field service organizations. Measuring and maximizing the time spent on service delivery, as opposed to travel
