Webinars

Customer service leaders are required to develop a culture of excellence in their contact centers, especially in 2021 – when agents are handling more complex cases than ever before while working remotely, often without team support. To build this culture, contact centers need to recruit, support and reward the agents who are going above and

Have you considered that contact center agents and field service technicians may be the best placed salespeople within your organization? Through regular contact with customers, they are positioned to build the kind of valuable relationships that can more easily drive revenue through upsells, like extended warranties, service contracts, or replacement parts.   Watch the webinar hosted

We live in a ‘remote first’ world where visual engagement is an integral part of human interactions. Visual engagement is way beyond just ‘see what your customer sees’ — it’s a cornerstone of digital transformation. A journey that enables organizations over time to add vision to more touchpoints, use cases, and departments while automating repetitive

The rules of customer service are being rewritten in 2021. Service organizations now play a critical role when interacting with consumers, who expect empathy that builds trust in the face of the pandemic. Service leaders also realize the growth opportunities in the new landscape and are transforming their contact centers from ‘cost centers’ to profitable

With the rise of ‘contactless service’ in 2021, organizations are realizing that remote support is not just about implementing a tool, it’s a multi-phase journey. Full-on remote support is an evolutionary process that includes constant learning, adaption, education, just like other journeys in the digital transformation space.  As progress is made along the journey, organizations

Service activities have never been so complicated and rewarding as they are in 2021. On the one hand, service leaders face unprecedented changes such as the meteoric rise of remote work and rapid adoption of new customer engagement channels. On the other hand, they have more tools at their disposal than they ever did before.

68% of all consumer electronics returns fall under the umbrella of No Fault Found (NFF) — situations when an item is returned despite functioning properly – with 41% of consumers admitting that they returned a non-defective electronic product in the past 12 months. The reason? Frustration and/or confusion during product unboxing/unpackaging, installation, and first use.

Customer service has never been more strategic or mission critical to an organization. Scaling up customer service and changing the way to deliver service is essential in adapting to meet the changes of the market and the customer. Organizations are faced with an increase in case volume, growing customer expectations to deliver remote support, and

In an unstable economy ushered by the pandemic, business resilience is the main objective constraining enterprises across industries. The new normal has become an unprecedented opportunity for customer service leadership to change and modify standard service models to drive cost optimization.  Watch the webinar, co-hosted by KN Circet to learn how they are utilizing visual

Watch the webinar that explains why churn driven by high-effort customer service is increasing, with safety now a core element of customer effort, and a main consideration for brand loyalty. You’ll discover how your organization can enhance retention.

Enabling closer collaboration between contact center agents and field technicians is rapidly becoming a critical objective of customer service leaders. Even before the pandemic it was recognized as a driver of operational efficiency, cost reduction, and low-effort customer experience. In the new reality, it’s also emerging a core component of safety. This webinar explains why

More field service organizations than ever are now adopting remote support models, a trend that’s been accelerated by the pandemic to address safety concerns and ensure business resilience. As organizations adapt, it’s now clear that this paradigm is here to stay, as a key driver of cost optimization, better CX, and higher employee engagement. Watch

Property management organizations, real estate companies, and housing associations are increasing their focus on digital transformation strategies that enable a ‘tenant-first’ approach, while reducing repair and maintenance costs. The pandemic has accelerated these trends, creating a need for innovative ways to simplify the repair process. Remote visual assistance powered by video, Augmented Reality and AI

Watch the webinar that explains why visual contactless service is essential to business resilience and how remote visual assistance powered by AI & AR delivers it. You’ll get the inside track on how leading enterprises are using it, the lessons they’ve learned, and their plans for the near future. We’ll cover topics including: Customer expectations

COVID-19 has transformed how field service organizations operate. Watch the webinar that presents key takeaway on the tools, tactics and best practices enabling leading enterprises to re-establish effective routines, even under exceptional circumstances. You’ll discover how they’re driving operational change to meet new customer demands, and the technologies that enable them to negotiate the new

In uncertain times, field service organizations inevitably find themselves on the front lines. Keeping critical equipment up and running means leveraging the latest technologies to cut Total Time to Resolution, reduce tech dispatch and follow-up visit rates, and ensure safety for key personnel and customers alike. Watch the webinar that will show you how Remote

For decades, contact centers have battled to balance the KPIs that measure operational efficiency and customer service excellence. Now an emerging technology, Remote Visual Assistance, is enabling agents to exceed all their targets across FCR, AHT, and NPS – no tradeoffs, no compromises. Watch this CrmExchange webinar to see how it works and what it

The Smart Home revolution is picking up pace, but there are still high barriers to overcome when it comes to ensuring that connected devices are simple to install, configure and use. In fact, three-quarters of customers would return a device they find complicated. Watch the webinar that reveals fresh data on consumers’ experiences of Smart

It’s never been easier for your customers to cancel contracts and defect to the competition. And in almost 40% of cases, it’s the direct result of substandard service. Watch the webinar that takes a deep dive into the real reasons customers decide to call it quits – the pain points that are the main drivers

Over the next few years, Intelligent Personal Assistants are going to get much smarter, more predictive, more proactive… and much more visual. Is your company prepared for this technological arms race? Is your self-service strategy ready to evolve to face the challenge? Watch this webinar and discover: What Intelligent Personal Assistants will soon be doing

As enterprises look for better ways to keep their customers loyal, fresh thinking is turning decades of received wisdom on its head. Instead of going above and beyond to delight customers, the new priority is keeping it seriously simple, eliminating friction at every stage of the customer journey to create truly Effortless Experience. Watch this