When it comes to customer-facing work, modern field service management solutions deliver proven benefits for communications providers. Here’s a look at how CSPs...
When it comes to customer-facing work, modern field service management solutions deliver proven benefits for communications providers. Here’s a look at how CSPs can power even greater results by applying the same field service management best practices to network maintenance field service operations. As competition increases in the industry, many communicationsservices providers (CSPs) turn to fieldservice management technology to boost customer satisfaction and...
When it comes to customer-facing work, modern field service management solutions deliver proven benefits for communications providers. Here’s a look at how CSPs can power even greater results by...
Withinthe field service universe, you’ve probably heard a lot about the benefits andpotential of machine-to-machine (M2M) communication. However,...
Withinthe field service universe, you’ve probably heard a lot about the benefits andpotential of machine-to-machine (M2M) communication. However, manyorganizations are not positioned to reap the benefits of this technologybecause they haven’t integrated it into a broader field service managementstrategy. M2Mprobably happens all around you, every day, without you realizing it — forinstance, when your smartphone automatically searches for a new wirelessnetwork — but that...
Withinthe field service universe, you’ve probably heard a lot about the benefits andpotential of machine-to-machine (M2M) communication. However, manyorganizations are not positioned to reap the...
Now that the U.S. midterm elections have passed, you have tofeel good about getting a break from all the ads regardless of your politicalaffiliation. That is,...
Now that the U.S. midterm elections have passed, you have tofeel good about getting a break from all the ads regardless of your politicalaffiliation. That is, unless you live in a state with a run-off. My condolencesgo out to the citizens of Louisiana. This election made me think about what it’s like forcustomer service executives. The successful ones have to be politicians thatnever stop running for office. Think about it. Service executives typicallyhave a running list of...
Now that the U.S. midterm elections have passed, you have tofeel good about getting a break from all the ads regardless of your politicalaffiliation. That is, unless you live in a state with...
Companies that successfully engage customers all have one thing in common. They make it seem easy for the customer to get what they need. No one would argue...
Companies that successfully engage customers all have one thing in common. They make it seem easy for the customer to get what they need. No one would argue that brands don’t want to leave customers with this “ah” feeling. Since 94% of customers who have a low-effort service experience will buy from that company again, it makes financial sense for brands.1 Some brands are thinking differently about how they engage their customers to create ah feelings. How do they do it?...
Companies that successfully engage customers all have one thing in common. They make it seem easy for the customer to get what they need. No one would argue that brands don’t want to leave...
We've recently had the opportunity to sit down with some Customer Experience (CX) leaders to ask, "What is modern customer service?" The leaders also shared...
We've recently had the opportunity to sit down with some Customer Experience (CX) leaders to ask, "What is modern customer service?" The leaders also shared important criteria for delivering modern customer service to their customers. I hope you enjoy the insight from these interviews and feel free to share your thoughts. Make it easy for customers to engage Barry Lieberman is Chief Customer Care Officer at Q-See, a global leader in providing advanced surveillance solutions...
We've recently had the opportunity to sit down with some Customer Experience (CX) leaders to ask, "What is modern customer service?" The leaders also shared important criteria for delivering...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Agents need to respond to customers’ social comments andquestions quickly and in the right tone. But...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Agents need to respond to customers’ social comments andquestions quickly and in the right tone. But more importantly, they need to offerresolutions. Customers care most about how long it takes to find information ratherthan which channel they are using. They choose to use social media because theyare comfortable with the channel and it offers a convenient way to communicate.Ideally agents will resolve questions within...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Agents need to respond to customers’ social comments andquestions quickly and in the right tone. But more importantly, they need...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum In my lastblog I talked about the value of using social channels to support yourcustomer service...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum In my lastblog I talked about the value of using social channels to support yourcustomer service efforts. Here I’ll talkabout understanding the most relevant social media tools and how to handlequeries and issues. The first step is recognizing the types of social media thatare most valuable for your organization. This can be overwhelming since social toolsinclude photo, video or music sharing apps, comments and...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum In my lastblog I talked about the value of using social channels to support yourcustomer service efforts. Here I’ll talkabout understanding...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Social media has become a daily part of life for many. Butwhat is its purpose and why have we become...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Social media has become a daily part of life for many. Butwhat is its purpose and why have we become so reliant on these tools? It hasn’treplaced phone conversations, texts, emails or even real life meetings; ratherit has become a useful addition. On a simple level, it’s an ever evolving,admittedly often infuriating, view into friends’ lives, a way to send messages,show off, or digitally curate the way we want to be...
Guest Blogger: AphroditeBrinsmead, Senior Analyst at Ovum Social media has become a daily part of life for many. Butwhat is its purpose and why have we become so reliant on these tools?...
When you implement a new process, tool, environment, etc.you generally want to know that you are making things better. How you measuresuccess can be complicated...
When you implement a new process, tool, environment, etc.you generally want to know that you are making things better. How you measuresuccess can be complicated and many times inaccurate. The success of a web self service site islargely impacted by the success of the search engine you choose to deploy. Hopefully your main driver for building a web self help sitewas to provide faster more accurate and consistent solutions to your customers’ issues.A side benefit of a good wed...
When you implement a new process, tool, environment, etc.you generally want to know that you are making things better. How you measuresuccess can be complicated and many times inaccurate. The success...
