Manufacturers are increasingly turning to technology to support the demand for better customer engagement. The rise of the Internet of Things (IoT) and connected products holds promise for
Enterprises — whether in manufacturing, energy, healthcare, IT, or other industry verticals — need to have devices and systems installed and functioning for the long term at peak
Did you know that best in class field service organizations are 69% more likely than their peers to have implemented live collaborative video tools to loop in remote
The results of TSIA’s Support Services Benchmark Survey continue to reveal the hard truths about delivering technical support in 2015. Customers want more options than ever from their
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
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
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
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
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