I was talking to a VP of Service the other day and he had his call center manager on the line. When I asked the manager to name his biggest challenge, his answer was, “My agents don’t know when to quit…” What he meant was that they didn’t know when to stop trying to...
We have previously posted about the “Silver Tsunami” and it’s impact on service organizations. Most companies are responding to this concern by trying to create some kind of centralized knowledge base or service data repository that could be accessed by technicians in...
As the pace of product releases accelerates and customer expectations continue to rise, service and support organizations are challenged to keep up with an ever-expanding pool of knowledge in order to do their job effectively. No amount of training seems to prepare...
The Silver Tsunami. Are you prepared? The US Census Bureau data estimates that one in every five Americans will reach retirement age by 2030. And beyond that, by 2035 some 78 million people will be over 65, while 76.7 million will be 18 or younger. If you are a Field...
So you’re thinking about trying out RevTwo’s AI technology? Here are some tips based on our experience with other customers. IDENTIFY KEY ISSUES To get started, talk to your service and support teams and identify 3-5 common service/support use cases that usually...
