ARTICLE: How AI Can Take E-Learning to the Next Level
How AI Can Take E-Learning to the Next Level
What Do We Do Now?
LINK TO SURVEY Things seem to be slowly loosening up. How is your service and support team gearing for how to best support your customers moving forward? Would you like to know what your peers are thinking? As we talk to service organizations,...
Customer Training Now and After the Pandemic
Customer training organizations have been forced to look at how to adapt to the new realities dictated by this pandemic. The most common approaches we’ve seen are tools and programs that utilize virtual and remote concepts. Replacing classroom...
Have you been thinking about creating a “Learning Organization”?
If not, then you should be. Organizations are increasingly having to look at ways to improve operational efficiency, especially during these times. How can you get the most out of your team while optimizing your investment in staff and overhead?...
COVID-19: Sending an FSE out for service has become a worst case scenario for Field Service
This was the sentiment of the speakers during our webinar on April 9 about customer self-service during the pandemic. Indeed, field service organizations have always been faced with the major challenge of keeping their customers’ machines up and...
COVID-19: What about your customers?
COVID-19. It’s serious. Service organizations are scrambling. What about your customers? Since our last Coronavirus post, it has become even more clear that this is not a temporary phenomenon. Service and support processes have been impacted. ...
The Coronavirus is spreading. Are your field service engineers at risk?
This virus has dominated the news and water cooler discussions for the last few weeks. At the time of this post, according to this Coronavirus Update site, there were approximately 117,000 cases and 4,500 deaths worldwide (729/27 in the USA). If...
Instead of Escalating Service Problems, Why Not Just Fix Them Earlier?
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...
What is Being Done Today to Capture Service/Support Expertise?
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...