Franchise growth in the retail sector represents an exciting expansion of market presence, but it simultaneously introduces a complex operational gauntlet: providing consistent and effective technical support. For a retail business, technology is the engine of the...
In the modern workplace, video conferencing platforms like Microsoft Teams, Zoom, and FaceTime are everywhere. They have revolutionized the way we connect, making face-to-face meetings possible across continents and turning remote work into a sustainable reality....
Field service leaders are under constant pressure to manage budgets while maintaining high service standards. One of the most significant line items is the cost associated with truck rolls. Unnecessary dispatches, repeat visits, and inefficient workflows can quickly...
Artificial intelligence is no longer a futuristic concept—it's a present-day reality transforming industries. For customer and field service leaders, the constant buzz around AI can sound less like an opportunity and more like a threat. Conversations are filled with...
Artificial intelligence is rapidly transforming numerous industries, and customer support and field service are no exceptions. By leveraging the power of AI, organizations can significantly boost the efficiency of their frontline workers, leading to improved customer...
Remote visual assistance, also known as augmented reality (AR) remote support, transforms how field service and customer service leaders support medical devices in clinical and home healthcare settings. This technology enables technicians to guide users through...
The global energy sector stands at a pivotal juncture. A dual mandate to power the world reliably while navigating a complex transition towards sustainability creates unprecedented operational pressures. From the sprawling oil fields of the Permian Basin and the...
Running a field service or customer service team with fewer people than needed feels like a minor hiccup at first. A 5% staffing gap? No big deal, right? You redistribute tasks, push through, and keep operations humming. But even a small shortfall spirals quickly,...
Are you ready for the greatest workforce shift in modern history? The Silver Tsunami is here, and it’s not just a catchy phrase—it’s a seismic event reshaping customer service and field service teams. As millions of Baby Boomers retire, service leaders face a critical...
In today’s fast-paced, customer-centric world, delivering exceptional support is a cornerstone of success for both customer service and field service operations. Traditional communication methods—voice-only calls and written exchanges via email or chat—have long been...
The landscape of field service is undergoing a seismic shift. Traditional models, heavily reliant on dispatching technicians for every issue, are increasingly being challenged by more agile, cost-effective, and technologically advanced approaches. At the forefront of...
PTC's recent announcement of the End of Life for Vuforia Chalk, effective October 31, 2025, has left many users searching for a robust and reliable alternative. If you're among those seeking a seamless transition and even more powerful augmented reality capabilities,...
Experience a successful AR remote assistance rollout with the right strategies and lessons learned from real-world use cases.
We're absolutely thrilled to announce a significant update for CareAR® Assist! You've been asking for it, and we've listened. Get ready for seamless remote visual assistance, now accessible directly from your web browser – no downloads required for hosts! Host from...
Remote visual assistance, often synonymous with remote AR assistance, is a powerful technology that enables support teams to visually guide customers and field technicians through complex tasks. By leveraging real-time video streaming, augmented reality annotations,...
CareAR Assist now offers screen sharing to expand its remote solution toolkit capabilities—at no extra cost to customers. With this new feature, users can easily share their screens or invite others to view their screens, making it simpler to provide remote...
AR in medical device support improves patient safety, efficiency, and cost-savings while driving innovation.
What is a truck roll? In field service operations, a truck roll signifies the dispatch or deployment of a technician to a customer's location or designated field site. This deployment typically involves a vehicle, often a truck, and aims to address a specific need....
Water utility companies face a relentless tide of challenges. Aging infrastructure, a complex web of pipes, valves, and treatment plants, demands constant vigilance. In this environment, three fundamental challenges exist: the loss of institutional knowledge as...
Understanding average handle time (AHT) is crucial for businesses looking to optimize their customer service operations. Simply put, customer inquiry resolution time across all communications channels is measured by AHT. These channels include phone calls, emails,...
