Report

Ensuring Employee Safety During Epidemic Events with Visual Assistance

As the world grapples with the ongoing COVID-19 crisis, companies around the world are turning to a range of solutions to ensure customer and employee safety. With non-essential travel canceled by many organizations and severe travel restrictions in place in many countries, staff at every level are increasingly relying on remote alternatives to their daily routines until the epidemic is contained.

Dr. Nancy Messonnier, director of the CDC’s National Center for Immunization and Respiratory Diseases has advised U.S. companies to prepare for the possibility of a protracted period when large numbers of employees will either need to work remotely or wish to stay home to avoid possible infection.

As a result, the stock prices of video conferencing providers such as Zoom have shot up over the past month. The company also claims to have acquired more new users since the turn of the year than in the previous 12 months put together. Telemedicine and video-guided robots are also being used in many of the worst-hit nations, to minimize human-to-human contact.

Visual Assistance is another means of enhancing employee safety in the midst of the emergency. It allows a contact center agent to see the customer’s environment through their smart device, and visually guide them to issue resolution using Augmented Reality (AR) annotations on their mobile screen.

It helps reduce technician dispatch rates by allowing customers to resolve more issues by themselves, enabling companies to continue delivering effective customer service when technician visits are not feasible due to concerns over employee safety.

The field service industry has also been impacted by the epidemic. Under normal circumstances, highly trained technicians must often take long-haul flights to service specialized equipment. From industrial machinery to advanced medical technology, every minute of downtime is critical.

When experts cannot easily make site visits, Visual Assistance enables local technicians to solve issues using video collaboration tools. By consulting with a remote expert via a live stream, less experienced personnel can benefit from AR-based visual guidance, helping them to resolve the issue. This enables companies to reduce risk to employee safety, cutting machine downtime and Total Time to Resolution in the process.

 

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SURVEY RESULTS

Customer Expectations of Service Delivery During the Pandemic