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The COVID-19 field service challenge: ensuring business continuity with remote support
The COVID-19 crisis is proving to be a critical time for field service organizations. To ensure business continuity, many are...
Your Call Center Business Continuity Plan: How to Shift to WFH
Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few...
The Artificial Intelligence Field Service Revolution
Field service organizations are always facing significant challenges when it comes to improving both efficiency and customer experience. With the...
How Remote Assistance Protects Employees and Customers from Coronavirus
To reduce the impact of crises such as the current COVID-19 pandemic, leading companies are adopting innovative remote visual assistance...
How to Optimize Contact Center Agent Utilization: A Complete Guide
Call center agent utilization rates matters as much to the customer experience as it does to your business metrics. People...
How to Resolve the Privacy Paradox and Achieve Customer Personalization
Delivering personalized customer experience (CX) goes way beyond addressing a customer by name in an automated email; it is about...
5 Key Considerations When Choosing The Remote Visual Support Solution For Your Business
Remote visual support technologies are an evolving market, with many companies offering ‘see what your customer sees’ solutions. However, not...
Why You Should Create a Visual Tribal Knowledge Base
A tribal knowledge base is the key to preserving the precious accumulated wisdom of a company's most experienced workers -...
NTF No Trouble Found Returns: a Supermassive Black Hole for Retailers
Black Friday is a day that retailers wait for all year, and 2019 was no different. Digital sales for the...
Can Visual Assistance Improve the Call Center Agent Experience and CX?
With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable...
Collaborative AI
The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that...
Customer Retention Strategies in the Telecom Industry
Focusing on customer retention in the telecom industry is becoming increasingly important, as CSPs have discovered. With the telecommunications industry...
Get the Most Out of Contact Center Agents with Visual Assistance Technology
The ongoing shift to self-service has brought about many positive changes to the customer service field. Call volumes in many...
Utility Customer Experience: Why It Must Be Effortless
The customer service game has changed for energy, gas and water companies. When customers contact them to pay a bill,...
How to Reduce Call Center Volume with Computer Vision AI
Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They don’t...
