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Top 5 Challenges in Field Service Management

By Blog, Customer Engagement Blog, CX Analytics

Many organizations overlook field service management in their customer service strategies, yet this area — and its challenges — are critical to CX success.

While much discussion on CX initiatives centers around contact centers, CX leaders have increasingly turned their attention to another key area of customer interactions: field service.

Organizations invest in numerous contact center tools to manage agent performance, call routing, schedules and customer satisfaction. Like contact center agents, field service technicians must track performance, route on-site service calls, schedule hours and track customer satisfaction.

Field service management software can create effective processes to oversee employees who interact with customers in-person, like how contact center and CRM tools assist virtual service representatives. However, organizations need a solid strategy to address challenges and provide the expected quality of service to run field service smoothly. Key challenges in field service management are the following:

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The Future of Customer Service: 12 Trends to Watch

By Agent Assist, Blog, Contact Center, Customer Engagement, Customer Engagement Blog, CX Analytics

Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI.

The future of customer service increasingly will be driven by technology innovations. Ideally, these new technologies will improve customer and agent experiences, along with business metrics like revenue, operational costs and customer ratings. But businesses often miss the mark when they try to move too quickly with too much technology, ultimately resulting in consumer dissatisfaction rather than elation.

Customer expectations for what defines a good experience stay fairly consistent over time, but the approach to providing that experience changes. Meanwhile, advanced technologies, largely driven by artificial intelligence, analytics and automation, arm companies with new techniques for driving customer satisfaction and loyalty.

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Webinar Replay – 3 Key Technologies to Improve CX

By Customer Engagement, Customer Engagement Webinars, CX Analytics, On-Demand, Webinars

Virtual assistants, voice biometrics, and video are making good contact centers great.

When it comes to improving the customer experience, there is no shortage of new technologies that can help differentiate you from your competitors. During this webinar, we’ll focus on three areas that will boost your customer satisfaction: Virtual assistants, voice biometrics, and video-enabled communications. Each of these either relies upon or can be improved with artificial intelligence.

Join Robin Gareiss, CEO & Principal Analyst with Metrigy, and Paul Lang, Head of Avaya’s Contact Center Solutions Marketing, to learn about how you can use AI in your contact center, what you should do next—and why. Robin and Paul will discuss the following:

– How can you use virtual assistants to help both agents and customers? With 71% of contact centers planning to use at least a basic virtual assistant by 2022, how extensive should your virtual assistants’ roles be—and what kind of business success can you expect?
– With voice fraud on the rise, how can you make customer interactions more secure—while improving customer satisfaction and reducing time on calls while you’re at it?
– We’ve all become well-versed in video for personal and professional conversations. So why is video for your customer interactions becoming a must-have, and how can AI boost the value of video? What’s driving 57% of companies to use video in the contact center, and what kind of business success can you expect?

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