If not, then you should be. Organizations are increasingly having to look at ways to improve operational efficiency, especially during these times. How can you get the most out of your team while optimizing your investment in staff and overhead? How can you control...
This was the sentiment of the speakers during our webinar on April 9 about customer self-service during the pandemic. Indeed, field service organizations have always been faced with the major challenge of keeping their customers’ machines up and running. And after...
COVID-19. It’s serious. Service organizations are scrambling. What about your customers? Since our last Coronavirus post, it has become even more clear that this is not a temporary phenomenon. Service and support processes have been impacted. Field service...
This virus has dominated the news and water cooler discussions for the last few weeks. At the time of this post, according to this Coronavirus Update site, there were approximately 117,000 cases and 4,500 deaths worldwide (729/27 in the USA). If you are a Field...
I was talking to a VP of Service the other day and he had his call center manager on the line. When I asked the manager to name his biggest challenge, his answer was, “My agents don’t know when to quit…” What he meant was that they didn’t know when to stop trying to...
We have previously posted about the “Silver Tsunami” and it’s impact on service organizations. Most companies are responding to this concern by trying to create some kind of centralized knowledge base or service data repository that could be accessed by technicians in...
