August 24, 2021
How To Increase Your Company CSAT And NPS Scores
If you’re looking to increase CSAT, then chances are, you’re likely to move the needle on your NPS scores too. And that’s because these two metrics are tightly intertwined: happy customers are likely to repeatedly...
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August 19, 2021
How Global Medical Technology Company BD Uses Help Lightning to Deliver Remote Customer Support
Medical technology company Becton Dickinson (BD) required a solution that would allow technicians and engineers to deliver high quality, precise remote customer support and employee training in a virtual setting. With more than 70K employees...
August 17, 2021
Field Service: 3 Ways To Improve First Time Fix Rate
The question of how to improve first time fix rate is becoming increasingly important as business’ look to differentiate themselves on their customer service. And it’s a worthwhile endeavor. According to independent research by Aberdeen Group,...
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August 12, 2021
How To Increase Your Call Center’s First Call Resolution Rate
The question of improving your first call resolution rate is a complicated one, because this critical customer satisfaction metric doesn’t take place in a vacuum. And if you have a low first call resolution rate,...
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August 10, 2021
Remote Expert Guidance: Your Go-To For New Employee Onboarding
This article focuses on a valuable use of remote expert guidance. Employee onboarding can be as simple as arranging a social lunch between the new person and their team or as complex as coordinating a...
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August 5, 2021
5 Ways To Improve Customer Retention Rates
When looking to improve customer retention rates, it’s important to view this business objective through the lens of value first. How can you provide more value to your customers leaving them delighted and engaged? How...
August 3, 2021
Remote Equipment Installation Helps Factories Operate More Efficiently
Factories throughout the world are discovering that remote visual assistance technology effectively combats smaller workforces while helping gain efficiency. Remote equipment installation helps support workplace safety, enables teams to meet project deadlines, and supports operational...
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July 29, 2021
Remote AR Assistance for Fast and Effective Factory Acceptance Testing
Remote AR assistance is a tool helping equipment vendors more quickly and efficiently conduct Factory Acceptance Testing (FAT) with customers. The FAT validation process ensures that newly manufactured and packaged equipment does what the end...
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July 28, 2021
Results Of The 2021 Field Service Industry Sentiment Study
Analysis of the results of Blumberg Advisory Group’s inaugural Field Service Industry Sentiment Study provides an interesting perspective on the current and future direction of the industry post-Covid 19. Learn how field service software and...
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