Boosting ROI with Live Remote Assistance: A Guide for CX Leaders
Imagine this: a customer is on the line, frustrated because their new washing machine isn’t working. They’re struggling to describe what’s happening while your agent tries to diagnose the problem blindfolded—relying on guesswork and a script. The clock ticks, the customer’s patience wears thin, and what could’ve been a quick fix turns into a lost […]
15 Numbers You Need to Know About the Field Service Talent Crisis (And What You Can Do About It)
The field service industry is at a crossroads, facing one of its most pressing challenges: the growing talent and skills gap in its workforce. A wave of retirements among seasoned professionals, amplified by the high costs of onboarding new talent, the length of time required to bring new technicians up to speed, and the […]
How to Build an Expert Field Service Knowledge Base: A Practical Guide for IT Leaders
Whether they know it or not, field service organizations are facing a growing knowledge gap. As experienced technicians retire, they’re taking decades of expertise with them. Volumes of practical knowledge and valuable insights gathered over hundreds (or thousands) of service calls go walking out the front door. You can’t afford to let that happen. Making […]
How to Choose a Visual Remote Support Solution
Customer service is forever connected to the sounds of a telephone call. The pre-recorded rundown of IVR menu options. The agonizing loop of smooth jazz-inspired hold music. And ultimately, the calm and friendly voice of the agent. Then came emails, texts and chatbots. The rise of personal computers and smartphones put keyboards at the center […]
Insights on the Future of Customer Experience and Cloud Transformation with Genesys
Highlights from a conversation with Juergen Tolksdorf, Senior Director of Marketplace Innovation at Genesys, and Fred Stemmelin, Executive Vice President of Business and Corporate Development at SightCall about the importance of strong partner ecosystems, the move from on-premises to cloud solutions, and how AI is shaping the future of customer experience (CX). Juergen, can you tell us more about […]
Cognitive Overload in the Contact Center is Costing You More Than You Think
We’ve all been told that the human brain is basically a supercomputer. Using its 86 billion neurons and 100 trillion connections, it can multitask like a miraculous machine, simultaneously interpreting emotions, solving problems and thinking creatively. But all is not as advertised. The human brain is much more fragile than we’ve been led to believe. […]
Reduce Contact Center Turnover By Managing Emotional Labor
Today’s contact centers are more technologically advanced than ever before. We’re saying goodbye to the old days of cubicle mazes, hardwired phone systems and the buzzy chatter of a hundred headset conversations happening at once. Technology gives companies and customers the ability to connect whenever and wherever they please. Virtual storefronts can stay open 24-hours […]
Gen AI Security Check: 15 Key Questions for Vendors
If you are adding generative AI solutions to your contact center tech stacks, there is no such thing as “an overabundance of caution.” When evaluating new software solutions with Gen AI, think of yourself as a bouncer. You’ve seen those big, burly guys outside of the hottest night spots, right? They stand blank-faced, with their […]
How Technology Improves Empathy in the Enterprise Contact Center
Customer expectations may be evolving at a record pace, but some core ideas never change. Empathy and a strong human connection rank as top priorities for customers. People want to be seen, heard and understood. If they have a problem, they want it solved. Empathy is more than problem-solving with feelings – it involves connecting […]
5 Ways Visual Technology Transforms the Customer Experience
Seeing (and being seen) is an advantage. It adds speed, clarity and confidence to every interaction. And there’s hard scientific proof to back it up. […]
SightCall VISION: 5 Things You Need to Know
Watch Video You don’t need to be told one more time that customer expectations are changing. You already know that a single bad service experience can undo months, even years, of hard work. You’ve read the numbers. Your team knows what’s at stake. That’s why, as an enterprise service leader, you’re looking for… Your organization […]
Contact Center Optimization: How to Improve Your Customer Service Core Strength
When it comes to exercise, you need a strong core to do anything. A strong core gives you the power needed to run a marathon, swing a golf club or even sweep the floor. Core strength gives you balance and stability. It protects you against injuries, falls and a lifetime of pain. The same goes […]
A Beginner’s Guide to Enterprise Contact Center Solutions
When it comes to customer service tools, the humble telephone worked for decades. It was a simple, unfussy solution to connect two human beings. Do enterprise companies really need a Contact Center as a Service (CCaaS) solution to improve person-to-person communication? Why use a complex software platform, with layers and layers of cutting-edge technology to […]
How Electronics & Appliances Manufacturers Use Visual Assistance to Transform Customer Service
In an era defined by technological innovation, the customer support landscape is undergoing a remarkable evolution, especially within the realm of electronics and home appliances manufacturing. Visual assistance technology is reshaping the way manufacturers interact with their customers. Contact centers are trading confusing IVR menus, frustrating phone calls and endless email exchanges for the clarity […]
Welcome to the Cloud: Trends in Contact Center Technology
Welcome to the future of contact center technology. Welcome to the cloud. If you’ve done research on moving your customer support operations to a virtual, cloud-based contact center, you may have heard the hype. Can the cloud really be the greatest thing to happen to contact centers since the hands-free receiver? It certainly looks that […]
5 Reasons to Bring Video Into Your Contact Center
Reason #1 – Video Lets You See What the Customer Sees Marcus is thirsty. He’s been working in his yard all morning. It’s hot and those weeds won’t pull themselves. All Marcus wants is a tall glass of ice water from his new refrigerator. The machine is not cooperating. That’s why he called for help. […]
Transform Call Center Efficiency with Self-Service Triage
In the fast-paced world of customer service, every minute counts. One of the most significant time wasters in call centers occurs during the initial moments of contact, as agents work to collect preliminary information from customers. These are the most basic questions, the ones that must be answered before support can move forward. But what […]
Elevating the Customer Experience with Smart Installation
Dave is not a technical guy. He didn’t bring home a new HD TV because he was looking for a challenge. He invited some college friends over to cheer on their alma mater in the playoffs. All Dave wanted was a bigger screen and a clearer picture. He didn’t count on five pages of schematics […]
VIDEO: SightCall for Medical Device Triage
Watch Video Technology is helping save more lives than ever before. And healthcare professionals depend on complex medical devices to work when they need them. But equipment problems happen. Downtime is inevitable. That’s why the most successful companies focus on faster response and more efficient service. SightCall Digital Flows help your customers get straight to […]
VIDEO: SightCall for Medical Device Inspection
All medical equipment and devices need regular inspections to maintain operability and reduce costly downtime. But sending a technician on-site for every inspection can get expensive. And if any part of their inspection process still includes handwriting, paper forms, and manual entry? It will cost even more in careless errors and wasted time. […]
VIDEO: SightCall for Medical Device Installation
Watch Video Customers today demand next-level service and support. But many companies struggle with limited resources. That’s why innovative medical device manufacturers are leveraging technology to help redefine product service. SightCall’s visual engagement platform lets you create dynamic self-service experiences tailored to the ways your customers work. When customers purchase large capital equipment such as […]
How to Lose a Customer: 6 Simple Service Tips to Show You Don’t Care
Customer service is not easy. Today, all those people and companies who pay for products and services expect more than ever before. When things go wrong, customers just snap their fingers and expect someone will come running to fix whatever’s broken. Don’t they understand that companies are busy doing business? […]
Expert Interview: Sarah Nicastro and The Future of Field Service
Sarah Nicastro is optimistic about the future of service. As host of The Future of Field Service podcast, she engages in weekly conversation with field service professionals who work on the front lines, behind the scenes and everywhere in between. […]
The Customer Service Top 40: Eighties Edition
Nobody gets nostalgic for the good old days of customer service. Forty years ago, consumers seeking solutions to their problems faced a slow and sometimes painful process. It was normal to wait on hold for a customer service representative to answer your call, only to be met with a robotic script and unhelpful answers. […]
How to Get Your Service Team to Embrace New Technology
Making the case for change isn’t always easy. Just ask Reed Hastings and Marc Randolph, the co-founders of Netflix. […]
52 Field Service Stats That You Need to Know
52 essential field service statistics that reveal key trends shaping the industry, from rising customer expectations to the growing adoption of AI and remote support tools. The insights emphasize the need for organizations to modernize their field service operations to improve efficiency, customer satisfaction, and competitive advantage. […]
7 Expert Insights About the Future of Healthcare Technology
Technology is transforming healthcare at warp speed. Artificial intelligence is predicting disease. Wearable devices monitor what happens inside our bodies. And robots are scrubbing in for surgery. […]
5 Medical Device Field Service Superpowers from SightCall
The ability to instantly communicate via video with anyone, anywhere? That still FEELS a little like magic. And when you use that magic at work to see more, solve faster and serve better? It can feel like a SUPERPOWER […]
How to Reduce Truck Rolls – Truck Roll Optimization Strategy
What is a Truck Roll? The definition of a truck roll is any situation where a technician is dispatched, in a truck or other vehicle, to solve a problem. Truck rolls are a necessary part of many customer and field service operations. Common reasons for truck rolls are to install or repair equipment, do regular […]
Using Remote Expert Guidance for Medical Device Service Training
Meet Frank. Every medical equipment service team has a guy like Frank. Thirty years and change on the job. Encyclopedic knowledge of your company’s product line. Never been stumped by a device on-site. Yes indeed, nobody knows their way around the inside of an MRI machine like Frank. And that’s the problem. Because Frank is […]