how can I reach people when we can’t gather together? and
how can we minister with integrity and depth in a virtual context? Many church leaders also faced COVID-19 restrictions, racial tension, and political polarization.
Weary leaders entering the new year desire to be reunited with the heart of ministry sharing the gospel and caring for their congregants. Distance and disruption have complicated pastor-congregant relationships, but they’ve also provided opportunities for new touchpoints to listen to congregants in innovative ways.
But what are these touchpoints telling us? What is it that people need?
Searching for support
Limited in their ability to talk to others about their feelings, concerns, or fears, millions have turned to the internet to find relief. Individuals and families who are trying to stay sane have sent terms like “online learning,” “activities for kids,” and “backyard ideas” rocketing up the Google Trends list.
For sales support, press 1.
For product support, press 1.
For technical support, press 1.
For account updates, help with installation, or billing activities, press 1.”
While most IVR systems don’t sound like this yet, the possibility is not that far off. In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional responsibilities of agents, and the agent’s role includes more responsibilities traditionally held exclusively by technicians.
The pandemic has further accelerated this phenomenon. COVID-19 forced many enterprises to establish remote support teams staffed jointly by agents and technicians, with the goal of resolving customer’s issues without requiring the safety risk of a tech dispatch. For the first time, technicians normally found in the field were stationed in a back office or worked from home, guiding customers remotely as a traditional agent. Likewise, agents were empowered
Source: TechSee
By Liad Churchill, TechSee
2021. A new year. A new era in the COVID-19 pandemic. As the widespread vaccine rollout gets underway, businesses are grappling with many questions. While vaccine rollout policies are being handled by governments and will later be addressed by legal and HR, service leaders must wade through the uncertainty and consider the implications of the vaccine on their business.
How will the vaccine impact their ability to provide customer service? How will the company’s vaccine-related decisions affect their customers and employees? How will the company itself be impacted from an operational and legal perspective? Let’s dive into the considerations that may affect future policies for employee vaccinations.
Slaying 6 Myths On Remote Visual Support
Source: TechSee
By Liad Churchill, TechSee
Emerging technologies make bold promises. Whether they ultimately go mainstream or crash strongly depends on delivering the goods, but also on the buzz surrounding them. And when it comes to determining a technology’s potential, it’s essential to separate fact from fiction. Remote visual support is no different.
Remote Visual Support Myths
The hype around remote visual support, accelerated by the extreme restrictions and limitations brought about by the COVID-19 crisis, is an excellent example of how misconceptions can take root and obfuscate the business benefits of innovative and practical technologies. Here are six myths on the how, why, and ‘what for’ of remote visual assistance. Ready, set…slay!
12.14.20 2021 Fleet Technology Trends Report
By Aly Pinder, IDC
In trying times, innovative companies often rise to the top. In a tough year, I am hopeful and optimistic that we will achieve a ‘Next Normal’ that raises the bar for excellent service.
Featured Articles
Submitted by IFS North America
High-tech service is by no means a new concept, as much service happens at an interoffice level or by independent labor. Many businesses, hoping to own more of their customers’ perceptions of their products, are looking at ways to own more of that service directly and deliver it as upsells and new products.