In an era where telecommunications companies face increased competition and serious problems with churn, customer satisfaction has never been more important – and field service technicians can play a key role in building customer loyalty. Unfortunately, many technicians are on their own when it comes to addressing today’s increasingly complex situations in the field. Streaming video has emerged as the best solution for enabling them to collaborate with experts when they encounter problems, providing maximum clarity of information for faster problem resolution.
A changing telecommunications environment in the field
Historically, field service technicians in the telecommunications industry focused primarily on one piece of technology: the coaxial cable. Coax cables connected directly to the TV or VCR, and if something failed, a field service tech was sent to find the break in the cable and re-terminate it. The issue was typically resolved within an hour. This is no longer the world that we live in.
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