The Strategic Role of Service As Society Reopens
Customer expectations continue to evolve as we transition to an all-digital world. Service leaders are broadening how they think about service to provide customers with the personalized experiences they crave across traditional and emerging digital channels. Scroll down to learn key insights from industry thought leaders.
Reimagine the Contact Center
There’s No Turning Back: The Future of Service in a Post-Pandemic World
Hear how companies like Airbnb and OneUnited Bank are rethinking every aspect of customer service. In this video, you’ll learn how to prepare for the new world of service with tips for:
- Successfully shifting to a hybrid or remote work model
- Skilling up agents with on-the-job training and real-time coaching
- Helping field service teams stay connected with video-based tools
- Using automation to work efficiently and effectively
Check out these resources
Webinar
How to Deliver an Employee-Centered HR Experience
Learn how to delight employees with a seamless, intuitive HR experience and transform HR delivery with out-of-the-box workflows.
Blog
Workforce Engagement Drives Operational Efficiency
Only 20% of service pros excel at forecasting demand. See how workforce engagement drives better demand forecasting, flexibility, and case volume handling.
Blog
Why Workforce Management Is Key To the Contact Center Future
If you fail to plan, then you’re planning to fail. Human creativity is critical in the customer service contact center. Planners must address these three things to set agents up for success.
Streamline Processes with Automation
Being Human in the Time of Automation
With the world splitting into two economies — the human economy and the machine economy — how do we feel more confident about being happy and successful in a machine-filled future?
“By focusing on what machines can't do rather than what they can do, we have a chance to do something truly unprecedented. To stop working like machines, and start working like humans.”
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Video
How AI & Automation Are Reshaping the Customer Experience
Hear how companies like SmileDirectClub are harnessing the power of AI and automation to speed up their service delivery and create a truly seamless end-to-end experience.
Blog
Where to Begin Your Customer Service Automation Process
Improve your customer service process with automation. Start by asking yourself these five simple questions.
Report
Agility Behind the Scenes is the Key to Igniting the Transformative Customer Experience
When service is streamlined, everyone wins. Read this report from Frost and Sullivan to see how intelligent workflows help create seamless and efficient customer experiences.
Connect All Digital Experiences
Sonos Creates Connected Customer Experiences to Amplify Relationships
Learn how Sonos adapted to customer needs during the pandemic with one integrated platform.
“There's a time in a customer's journey where they might run into an issue or a problem, and that is a defining moment where you can either rise to the occasion and help them or not. If you can address it, you raise the value in the mind of the customer.”
Check out these resources
Blog
Bring Telephony to Your Customer Service Voice Channel
Improve customer and employee experience on your customer service voice channel by integrating your CRM and telephony partner.
Webinar
4 Secrets to Digital Customer Service Success
Unpack the four secrets to deliver a connected, end-to-end digital customer journey. Learn key ways to increase customer satisfaction across all digital touch-points.
Blog
Digital Customer Service Channels Contact Centers Need
Here’s how your org can keep up with digital customer service channels like chat, messenger apps, and video support.
Transform Field Service
Krones Digital Transformation in Service
Learn how Krones rolled out a new Field Service Solution into 21 subsidiaries within 14 months - fostering digital transformation and standardization across business operations. Meet the managers behind this remarkable journey who will share success factors, pitfalls and learnings.
Check out these resources
Article
8 Types of Field Service Management Technologies You Need in 2021
Discover the top field service management technologies to invest in today.
Blog
Deliver Service Anytime, Anywhere With Visual Remote Assistance
With visual remote assistance, field service organizations can deliver service from anywhere, keeping workers and customers safe.
Blog
How Automation Helped My Company Create an Agile Field Service Workforce
Learn how MTI digitized field service management to create an agile workforce, and decrease manual scheduling by 79%.
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