Technology is incredibly important to field services operations. Various platforms and applications are required to understand customer history, account entitlement and consumption, appointment scheduling, and to perform on-site repairs. TSIA has identified 1 7 separate application categories recommended for highly productive, scalable field service, including core infrastructure technology, productivity tools, and tools to understand and track customer behavior and sentiment. […]

There are inherent limitations in traditional assisted support models. While support employees may be well trained, highly technical, empathetic, and have strong communication skills, they still are limited by the actual medium of phone support. They cannot see what the customer sees and are limited to how customers explain and describe a technical problem and environmental issues. Video has the […]

For contact center agents, delivering an average customer experience can be a challenge, let alone delivering an exceptional one. But great customer service isn’t a fantasy-hundreds of companies deliver it daily. In fact, a recent Forrester study showed that the number of companies with “good” or “excellent” customer experience index scores has steadily increased between 2007 and 2014.1 And we […]

Companies using live chat as part of customer interactions enjoy superior results than those that don’t. Below is an illustration of how live chat users compared to non-users perform across key metrics such as revenue growth, and cost reduction as well as creating positive customer word-of-mouth.

Companies using live chat as part of customer interactions enjoy superior results than those that don’t. These results span cost reduction, revenue growth, and most importantly, customer satisfaction. This report highlights the performance gains enjoyed by companies using live chat as a key part of their customer interactions. It also illustrates how savvy live chat users maximize their returns on […]

A coming of age is coming to work. Millennials represent over 50% of the nation’s workforce, and in 25 years, that number will jump to a massive 75% – it’s a full-on takeover! How will the habits, knowledge, and behaviors of this new majority change the world of work as we know it? We surveyed millennial workers about their work […]

In 2014, only 58% of sales people met or exceeded quota. But in the face of that lackluster performance, the bar was still set higher for the following year—95% of companies raised revenue targets for 2015(1). Managers must have an understanding of how increased revenue goals will impact the sales process, and put in the effort to best enable their […]

Connecting with today’s crazy-busy prospects is tough. More often than not, your conversations happen over the phone and online. Which is why winning in that virtual meeting – whether by phone, screen share, or video – is more critical than ever. In this eBook sales strategist, speaker, and author, Jill Konrath shares how savvy sellers have discovered how to leverage […]