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 […]

What this study highlights is that businesses that are operating in Europe or plan to grow their presence in the region, must consider the role that mobile channels can play in both selling their products and providing customer support. However, it is also essential that they consider the local differences in terms of customer preferences for mobile engagement. A one-size […]

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.

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 […]

Today’s remote support solutions, including remote control, desktop sharing, and web collaboration, offer much more than just remote control for PCs. Their functional footprint is expanding to include support for more devices and richer analytics for trend analysis and supervisor dashboards. Dozens of case studies provided by remote support vendors clearly document that adoption of remote control capabilities can have […]

Everyone is incredibly busy—with initiatives, meetings, emails, phone calls, and more. But too often, we fail to get the most important things done, and are distracted by others who don’t respect our time.  How can we stop people from wasting our time? What specific steps can we take to regain control of our schedules so we can think big and […]