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...
Chatbots have been around for some time. Some say that the first one was developed by an MIT professor in 1994. We use them every day as consumers, often without even knowing it, with applications like Facebook messenger, WhatsApp, Alexa, Google Assistant, and...
RevTwo participated in a field service conference last week to show off our latest version of RevTwo Navigator. We moderated a couple of sessions and also participated in the event’s technology showcase. At one of the breakout sessions on AI, I asked the 40 or so...
We talk to a lot of call center agents, and their job is stressful. Statistics bear this out, as Call Center attrition rates are among the highest of virtually all professions. Attrition rates are averaging anywhere from 30-45% annually, depending on what study you...
