What is Knowledge Management: 4 Key Components for Success

What is knowledge management? Knowledge management describes processes that allow organizations to capture and disseminate knowledge. Recently the definition has been expanded to include the sharing of all information assets which includes databases, documents, procedures, and expertise and experience in individual workers.  Knowledge management operationalizes information, turning stagnant knowledge into operational assets and empowers employees by giving the right information to the right person at the right time.  Why is knowledge management important? In ...

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Field Service Management: 2021 Digital Transformation Trends

What is field service management? Field service management (FSM) is an umbrella term for how a company directs its field operations. Field service management extends to scheduling services, dispatching technicians, tracking job statuses, invoicing and billing, and interacting with clients.  Importantly, field service management is a rapidly growing industry. Currently valued at $3 billion USD, the field service management industry is expected to grow to $5.1 billion USD by 2025.  The impact of ...

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ViiBE’s Zendesk video call integration: The best-in-class CRM remote assistance partnership

When looking for a best in class AR remote assistance tool, industry leaders turn to ViiBE’s video call Zendesk integration. ViiBE’s Zendesk video call plugin has a proven track record of drastically boosting customer satisfaction and operational KPIs. Further, the exceptional performance of ViiBE’s integration makes it the first choice AR remote assistance tool for companies such as Decathlon and Allianz Partners. Introduction to Zendesk Simply put, Zendesk is a CRM catch-all. ...

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6 Ways Co-browsing will add value to your business in 2021

6 Ways Co-Browsing Will Add Value to your Business in 2021

Often being seen as more important than the price of the product, customer experience reigns supreme. By creating a personalized support experience, co-browsing dramatically increases consumer satisfaction. Additionally, co-browsing helps streamline KPIs thus decreasing costs.  What exactly is co-browsing? Co-browsing is a virtual engagement customer support tool for contact centers and sales teams. It innovates simple screen sharing by enabling simultaneous web page browsing by two or more users. Co-browsing becomes a powerful ...

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Top 5 Best Practices to Reduce Truck Roll in 2021

Top 5 Best Practices to Reduce Truck Roll in 2021

What is a Truck Roll?  A truck roll is when a technician is dispatched, via truck or another type of vehicle, to address a technical issue such as maintenance, installation, or rearrangement.   The problem posed by truck rolls  Field service organizations rely heavily on truck rolls to reach customers; however, truck rolls are often counterproductive. Dispatch-heavy organizations like digital service providers report 25% of truck rolls as non-value added (NVA) and an immense ...

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