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Articles by Patrick Beyries
3 Key Trends Driving Digital Transformation in Field Service
As a field service leader you have your work cut out for you these days. The reason? Field service management has grown in scope and complexity. Field service leaders must navigate changes in customer behavior and digital technologies to improve employee engagement and customer service. Such actions simplify the customer journey and generate greater revenue. Leading field service organizations use software to enhance collaboration and drive greater agility for mobile workers.
Welcome to The New Era of Business Innovation: Service as a Connected Experience
Over the past 18 months, digital transformation went from being part of most companies’ five-year plans to being every CIO’s most urgent priority. As a result, service team leaders have new access to technologies that help their teams collaborate better, gain data insights, and improve service center processes overall.
3 Ways Customer Service Is Like Home Design
Imagine walking into a good friend’s home for the first time and experiencing an acute sense of anxiety. At first, you’re confused by this feeling. But then you realize that the foyer of this home is awfully narrow — if you try to stretch your arms out your elbows would hit the walls. The ceiling is so low your head grazes it, and you aren’t tall. Your chest tightens, and you can’t seem to take a full breath.
Empower Agents to Work Effectively From Anywhere With Digital Voice
Oct 14, 2021 4 min read In today’s hybrid work environment, service team members are rarely all located under one roof. This makes it critical to have the right customer service engagement tools in place to collaborate no matter where teammates are located. Managers must maintain a clear view of everyone’s availability and skillset to ensure that neither the agent nor customer experience suffers.
How Automation Accelerates Productivity for Call Center Management
Oct 06, 2021 4 min read Do you ever call customer service only to speak with an agent who doesn’t seem prepared to help? Their slow responses accompany the sound of frantic keyboard clicking as they struggle to collect basic details about your service issue. Sound familiar? This common scenario is maddening for customers and agents alike. When service agents are expected to manually take notes on every phone call, their connection with the customer suffers. There is a better way.
Customer Service Week Top Takeaways – Plus, Meet the Service Award Winners
Customer service agents go through a lot. They have to quickly adapt to digital transformation and new ways of working while facing increased caseloads amid the distractions of working from home. At the same time, agents are more important to the business than ever. They act as brand ambassadors as customer experience has become a-key differentiator that drives growth.
Salesforce BrandVoice: Pandemic Pivot: How Hospitality Start-Up Sonder Finds Success During COVID
It’s hard to imagine any industry not impacted by COVID-19. But it’s easy to say that the travel and hospitality industry has been one of the hardest hit. If we’ve learned anything from the pandemic, it’s that the future is unpredictable. The speed of recovery and a return to more frequent travel will depend on a multitude of “what-if” scenarios, ranging from the expediency of vaccinations to consumer confidence and more. A “next normal” will eventually emerge, but what will it really look like?
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