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REMOTE SUPPORT MATURITY
SELF-ASSESSMENT TOOL

Assess your remote support maturity in 5 key areas

Prioritize future goals and technologies

On the scale of Foundation to Automate, where does your organization stand? Evaluate your organization’s remote support maturity level to reveal gaps between where you stand and where you would like to be positioned based on your organization’s goals across five key areas.

  • Contact Centers

  • Field Services

  • KPIs

  • Touchpoints

  • Tools & Technologies

Contact Centers Field Services KPIs Tools & Technologies Touchpoints
Assess the gaps between your current and desired states

Please choose the areas on the map to your right that you would like to assess:

Contact Centers KPIs Tools & Technologies Field Services Touchpoints

MY ASSESSMENT

Contact Centers KPIs Touchpoints Field Services Tools & Technologies
Contact Centers KPIs Touchpoints Field Services Tools & Technologies

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How does your contact center provide remote support to customers? Use the sliders to identify your current and desired maturity.
Contact Centers
Level 1: Preliminary

The organization employs a typical working environment, where all staff is co-located. Customer support is provided from the office without a specific process or technology to deliver remote support. Customers receive support via assisted channels, such as phone-based support or text-based support over email.

Level 2: Explore

The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions. The contact center has started to offer ad hoc remote support during a customer interaction, for specific use cases only. For example, the contact center may use screen share or co-browsing technology to walk a customer through a particular process. This ad hoc remote support is provided in a silo, with limited communication or collaboration across other departments.

Level 3: Integrate

The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions. The contact center has started to offer ad hoc remote support during a customer interaction, for specific use cases only. For example, the contact center may use screen share or co-browsing technology to walk a customer through a particular process. This ad hoc remote support is provided in a silo, with limited communication or collaboration across other departments.

Level 4: Collaborate

The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions. The contact center has started to offer ad hoc remote support during a customer interaction, for specific use cases only. For example, the contact center may use screen share or co-browsing technology to walk a customer through a particular process. This ad hoc remote support is provided in a silo, with limited communication or collaboration across other departments.

Level 5: Automate

The organization has now moved to the pioneering stage and is a leader in delivering effective remote support. The contact center can provide automated remote support aided by predictive tools that make the customer’s life easier, as well as decision support tools and self-service deflection tactics that make the agent’s job easier.

Which KPIs does your organization prioritize? Use the sliders to identify your current and desired maturity.
KPIs
Level 1: Preliminary

The organization measures staff performance using individual-based productivity metrics, which evaluate each individual for traditional KPIs, such as first-contact resolution, average handling time, or technician utilization.

Level 2: Explore

The organization measures staff not only on the level of individual productivity but also on individual performance. Some examples of KPIs measured on this level are truck roll reduction rate, remote resolution rate, or machine downtime.

Level 3: Integrate

The organization recognizes the need to evaluate staff not only on their individual productivity and performance but also on the level of effort required by the customers or the employees. They begin measuring their customer experience using KPIs, such as Customer Effort Score (CES) or Net Promotor Score (NPS).

Level 4: Collaborate

To encourage a collaborative culture, the organization may begin shifting to collaborative KPIs that encompass the efforts of different departments at this stage. Measuring the Remote Resolution Rate – and on the flip side, the contact center’s tech dispatch rate – encourages agents and technicians to go the extra mile to achieve a resolution and avoid a truck roll.

Level 5: Automate

The organization has started to look beyond both individual and collaborative metrics. The organization understands that employees can be proactive about preempting customers’ difficulties by anticipating future issues the customer is likely to have. The organization integrates this practice into an advanced KPI known as Next Issue Avoidance (NIA).

In which touchpoints and channels remote support is available? Use the sliders to identify your current and desired maturity.
Touchpoints
Level 1: Preliminary

Remote support is not yet an integral part of the customer journey.

Level 2: Explore

The organization has integrated remote support into the customer’s journey in specific touchpoints only. For example, applying diagnostics during the call, or showing the hardware in installation cases.

Level 3: Integrate

The organization’s remote support is available through several digital touchpoints—during the waiting time, on the call, after the call—and therefore supports multiple channels of customer engagement, such as web, voice, chat, messaging, social media, video, and email.

Level 4: Collaborate

The organization’s remote support is integrated across any touchpoint along the customer journey, with a warm transfer between channels and the ability to collaborate across different functions.

Level 5: Automate

The organization’s remote support is now provided at every touchpoint across unified employee and customer journeys, using a Multiexperience (MX) approach that focuses on integrating the employee into the customer journey, creating an effortless experience for both customer and employee alike. With MX principles in place, along with advanced automation technologies such as predictive IoT and computer vision, employees can predict soon-to-happen customer issues.

How does your field service department provide remote support to customers? Use the sliders to identify your current and desired maturity.
Field Services
Level 1: Preliminary

When the organization’s field services are required, a technician is dispatched to the customer’s site to provide services in person.

Level 2: Explore

The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions. Field services have started to offer ad hoc remote support during a customer interaction, in cases where it is absolutely required. For example, field services may use visual assistance or diagnostics to complete a preliminary inspection of the site before dispatching a technician. This ad hoc remote support is provided in a silo, with limited communication or collaboration across other departments.

Level 3: Integrate

The organization’s management has recognized the benefits of remote support over the traditional support models. As a result, the company offers ad hoc remote technician services, where a remote technician is available to walk customers through simple fixes on their own, eliminating the need for a truck roll. Technicians may use augmented reality or mixed reality technologies to assist in providing remote support to customers.

Level 4: Collaborate

The organization has now integrated remote support successfully, and management has begun to look for ways to improve the service using technological innovations. A newly formed remote technician team, which is dedicated solely to providing customers with efficient remote support, can collaborate easily with contact center agents. These two teams regularly collaborate over a unified remote support platform that is well integrated with other organizational systems such as CRM or FSM systems. They may share customer histories and knowledge bases or perform joint triage via a three-way live session to save time and provide the customer with the fastest, most efficient service possible.

Level 5: Automate

The organization has now moved to the pioneering stage and is a leader in delivering effective remote support. The remote technician team works closely with other service teams, regularly using automated decision support tools aimed at making it easier for the technicians to achieve a quick first-time fix. Automation and predictive tools are utilized to proactively resolve more issues.

Which tools and technologies do you utilize to provide remote support? Use the sliders to identify your current and desired maturity.
Tools & Technologies
Level 1: Preliminary

The organization provides its customers with support via assisted channels, such as phone-based support or text-based support over email.

Level 2: Explore

The organization uses ad hoc remote support tools, such as remote diagnostics, visual assistance via video, screen share, or co-browsing when necessary to assist customers.

Level 3: Integrate

The organization has integrated remote support into its digital channels. It may use augmented reality or mixed reality technologies to assist them in providing remote support to customers.

Level 4: Collaborate

The organization utilizes a cross-department remote support platform, with integrations with other organizational systems such as CRM or FSM.

Level 5: Automate

The organization utilizes advanced automation technologies, such as Predictive IoT, Computer vision decision support tools for employees, and self-service.

Contact Centers KPIs Tools & Technologies Field Services Touchpoints
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OCTOBER EDITION

SURVEY RESULTS

Customer Expectations of Service Delivery During the Pandemic

www.techsee.me Maturity Model Assessment
Maturity model RESULTS OVERVIEW
Contact Centers
1.0
2.0
3.0
4.0
5.0
Level 1: Preliminary

The organization employs a typical working environment, where all staff is co-located. Customer support is provided from the office without a specific process or technology to deliver remote support. Customers receive support via assisted channels, such as phone-based support or text-based support over email.

Level 2: Explore

The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions. The contact center has started to offer ad hoc remote support during a customer interaction, for specific use cases only. For example, the contact center may use screen share or co-browsing technology to walk a customer through a particular process. This ad hoc remote support is provided in a silo, with limited communication or collaboration across other departments.

Level 3: Integrate

The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions. The contact center has started to offer ad hoc remote support during a customer interaction, for specific use cases only. For example, the contact center may use screen share or co-browsing technology to walk a customer through a particular process. This ad hoc remote support is provided in a silo, with limited communication or collaboration across other departments.

Level 4: Collaborate

The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions. The contact center has started to offer ad hoc remote support during a customer interaction, for specific use cases only. For example, the contact center may use screen share or co-browsing technology to walk a customer through a particular process. This ad hoc remote support is provided in a silo, with limited communication or collaboration across other departments.

Level 5: Automate

The organization has now moved to the pioneering stage and is a leader in delivering effective remote support. The contact center can provide automated remote support aided by predictive tools that make the customer’s life easier, as well as decision support tools and self-service deflection tactics that make the agent’s job easier.

KPIs
1.0
2.0
3.0
4.0
5.0
Level 1: Preliminary

The organization measures staff performance using individual-based productivity metrics, which evaluate each individual for traditional KPIs, such as first-contact resolution, average handling time, or technician utilization.

Level 2: Explore

The organization measures staff not only on the level of individual productivity but also on individual performance. Some examples of KPIs measured on this level are truck roll reduction rate, remote resolution rate, or machine downtime.

Level 3: Integrate

The organization recognizes the need to evaluate staff not only on their individual productivity and performance but also on the level of effort required by the customers or the employees. They begin measuring their customer experience using KPIs, such as Customer Effort Score (CES) or Net Promotor Score (NPS).

Level 4: Collaborate

To encourage a collaborative culture, the organization may begin shifting to collaborative KPIs that encompass the efforts of different departments at this stage. Measuring the Remote Resolution Rate – and on the flip side, the contact center’s tech dispatch rate – encourages agents and technicians to go the extra mile to achieve a resolution and avoid a truck roll.

Level 5: Automate

The organization has started to look beyond both individual and collaborative metrics. The organization understands that employees can be proactive about preempting customers’ difficulties by anticipating future issues the customer is likely to have. The organization integrates this practice into an advanced KPI known as Next Issue Avoidance (NIA).

Touchpoints
1.0
2.0
3.0
4.0
5.0
Level 1: Preliminary

Remote support is not yet an integral part of the customer journey.

Level 2: Explore

The organization has integrated remote support into the customer’s journey in specific touchpoints only. For example, applying diagnostics during the call, or showing the hardware in installation cases.

Level 3: Integrate

The organization’s remote support is available through several digital touchpoints—during the waiting time, on the call, after the call—and therefore supports multiple channels of customer engagement, such as web, voice, chat, messaging, social media, video, and email.

Level 4: Collaborate

The organization’s remote support is integrated across any touchpoint along the customer journey, with a warm transfer between channels and the ability to collaborate across different functions.

Level 5: Automate

The organization’s remote support is now provided at every touchpoint across unified employee and customer journeys, using a Multiexperience (MX) approach that focuses on integrating the employee into the customer journey, creating an effortless experience for both customer and employee alike. With MX principles in place, along with advanced automation technologies such as predictive IoT and computer vision, employees can predict soon-to-happen customer issues.

Field Services
1.0
2.0
3.0
4.0
5.0
Level 1: Preliminary

When the organization’s field services are required, a technician is dispatched to the customer’s site to provide services in person.

Level 2: Explore

The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions. Field services have started to offer ad hoc remote support during a customer interaction, in cases where it is absolutely required. For example, field services may use visual assistance or diagnostics to complete a preliminary inspection of the site before dispatching a technician. This ad hoc remote support is provided in a silo, with limited communication or collaboration across other departments.

Level 3: Integrate

The organization’s management has recognized the benefits of remote support over the traditional support models. As a result, the company offers ad hoc remote technician services, where a remote technician is available to walk customers through simple fixes on their own, eliminating the need for a truck roll. Technicians may use augmented reality or mixed reality technologies to assist in providing remote support to customers.

Level 4: Collaborate

The organization has now integrated remote support successfully, and management has begun to look for ways to improve the service using technological innovations. A newly formed remote technician team, which is dedicated solely to providing customers with efficient remote support, can collaborate easily with contact center agents. These two teams regularly collaborate over a unified remote support platform that is well integrated with other organizational systems such as CRM or FSM systems. They may share customer histories and knowledge bases or perform joint triage via a three-way live session to save time and provide the customer with the fastest, most efficient service possible.

Level 5: Automate

The organization has now moved to the pioneering stage and is a leader in delivering effective remote support. The remote technician team works closely with other service teams, regularly using automated decision support tools aimed at making it easier for the technicians to achieve a quick first-time fix. Automation and predictive tools are utilized to proactively resolve more issues.

Tools & Technologies
1.0
2.0
3.0
4.0
5.0
Level 1: Preliminary

The organization provides its customers with support via assisted channels, such as phone-based support or text-based support over email.

Level 2: Explore

The organization uses ad hoc remote support tools, such as remote diagnostics, visual assistance via video, screen share, or co-browsing when necessary to assist customers.

Level 3: Integrate

The organization has integrated remote support into its digital channels. It may use augmented reality or mixed reality technologies to assist them in providing remote support to customers.

Level 4: Collaborate

The organization utilizes a cross-department remote support platform, with integrations with other organizational systems such as CRM or FSM.

Level 5: Automate

The organization utilizes advanced automation technologies, such as Predictive IoT, Computer vision decision support tools for employees, and self-service.

© 2020 TechSee Inc. All Rights Reserved Worldwide
www.techsee.me Maturity Model Assessment
Maturity model CHART
My Ratings

Contact Centers

1.0
2.0
3.0
4.0
5.0

KPIs

1.0
2.0
3.0
4.0
5.0

Touchpoints

1.0
2.0
3.0
4.0
5.0

Field Services

1.0
2.0
3.0
4.0
5.0

Tools & Technologies

1.0
2.0
3.0
4.0
5.0
KEY
  • 1.0 — Foundation
  • 2.0 — Explore
  • 3.0 — Integrate
  • 4.0 — Collaborate
  • 5.0 — Automate
Contact Centers KPIs Touchpoints Field Services Tools & Technologies
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