Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Intelligent Technology in Logistics and Transportation – Airlines and Railways - HigherGround, Inc. - ContactCenterWorld.com Blog

Intelligent Technology in Logistics and Transportation – Airlines and Railways

Keeping aircraft and rail transport systems up and running requires a vast organization of equipment maintenance, safety regulations, schedule optimization, and management of staff and passengers. To be successful, a variety of information must be collected on many levels. The emergence of the IoT and telematics (discussed in our last blog) has recently enabled development of real-time monitoring and analyzation of integrated information in almost every faction of logistics and transportation. This technology allows consolidation of Big Data and is currently growing in use. The initial investment of system overhaul may be a hurdle, but the long-term benefits will ultimately outweigh the costs.

Airlines
Airplanes have long utilized sensor packages that monitor and analyze usage data such as performance, fuel consumption, and vibration to create optimized maintenance schedules. The integration of telematics and the IoT with these systems can send data in real-time to a center where it can be filtered, stored, and analyzed. Relevant data can then be sent to the appropriate organizations for follow-up response. For example, if a part indicates imminent failure, the system would relay a signal to notify the equipment manufacturer, and the manufacturer would ship a new part from the factory before actual failure. In this way, maintenance can switch from a reactive to a proactive model, saving downtime and costs, and increasing safety.

For examples of real life applications in airlines, see the blog supplement.

Railways
Similar upgrades are occurring in railway management. Older infrastructure is being replaced with systems that interconnect trains with each other and with central communication hubs and data control centers. These systems improve track utilization and safety, and allow optimization of scheduling and maintenance. Examples of smart-connected rail include:

  • Status of mechanical or electrical faults across numerous assets and operators, which not only can prevent failures, but can determine trends for preventative measures.
  • Monitoring speed and speed control. Speed data can include metadata such as track configuration, weather, passenger loading, and operator history.
  • Intelligent closed-circuit TV cameras that provide a record of events in case of an incident, and provide real-time alarms for potential problems, allowing for more timely intervention responses and potentially reducing service outages.


Generating Actions from Big Data
Data collection, storage, and analysis can provide information that can be used to diagnose and fix, as well as to predict, prevent, and strategize. Real-time, descriptive data from monitoring can be incoporated with AI to automate analysis and provide a highly efficient delivery of prescriptive information. Combined with machine learning, systems can perform appropriate actions in the absence of a person. Data can be quickly analyzed and employed to correct a problem, or prevent one from occurring.

Trending Analysis
Utilizing Big Data for aircraft and railways can be taken further to examine long-term trends in how to route traffic, best practices in maintenance, serving passengers, scheduling, etc. This requires storage of event data and its metadata. Trends over weeks, months, and years can be evaluated, and intelligent strategic policies can be implemented. Such storage and analysis requires the right software to create logical and relevant data storage, retrieval, and analysis based on chosen parameters.

 

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

About the Author - Tom Goodwin is the Vice President of Marketing at HigherGround. His background in telecommunications and data networking has been augmented with work in data analytics and automated reporting prior to joining HigherGround. Click here for more information on Tom and the rest of the HigherGround team!
HigherGround, Inc. provides best-in-class, reliable data capture and interaction storage solutions that enable clients to easily retrieve critical information. Our interaction recording and incident reconstruction solutions transform data into actionable intelligence, allowing optimization of operations, enhanced performance, and cost reduction.

Publish Date: December 21, 2017 6:32 PM


2020 Buyers Guide Consultancies

 
1.) 
Call Center Masters

Giving consulting services to call centers

2.) 
CC-CMM Certification Institute

CC-CMM Certification

3.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
PH: 1.407.304.9032

4.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

5.) 
Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114

6.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287

7.) 
ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440

8.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
PH: +1-773-325-0608

9.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800

10.) 
Outsourcing Solutions Europe

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

11.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

12.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)
PH: 954-444-3668

13.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
PH: 8663343739

14.) 
Triad Services

Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
PH: 514-738-2197
 



View more from HigherGround, Inc.

Recent Blog Posts:
Intelligent Technology in Logistics and Transportation – Airlines and RailwaysDecember 21, 2017 6:32 PM
Now Available: Speech Analytics from iQventuresFebruary 22, 2017 5:00 AM
Now Available: 4 Integration Options for Avaya ACMNovember 11, 2016 5:00 AM
PRESS RELEASE: HigherGround & Altitude Partner to Deliver Best-in-Class Recording Solution for Contact CentersOctober 26, 2016 5:00 AM
Are You Taking Advantage of HigherGround Maintenance?September 13, 2016 5:00 AM
We Heard You. Version 8.9 Delivers.August 8, 2016 5:00 AM
Priority Dispatch Now Integrated with Capture911!August 8, 2016 5:00 AM
We’re Hiring!July 11, 2016 5:00 AM
More Features, More Mobility with V.8.8March 22, 2016 5:00 AM
HigherGround and P25 Make a Great Team!January 20, 2016 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 6
 25342 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =