Month: April 2021

Feature, FSN Research, Trending

The Processes of Workforce Management Are Strong, but the Tools Need Improvement

We are on the right path, but we could get there faster. As we bring our series of analysis in our exclusive research study run in conjunction with specialist workforce management solution provider Goodt to an end, we reflect on the conclusions of the study and what these mean for workforce management trends within the …...

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Feature, Service Operations

Two Major Service Challenges to Overcome

Two Major Service Challenges to Overcome In this second article of a series of excerpts from a recent white paper published by Aquant, we look at two major service challenges to overcome when it comes to the service workforce… All service organizations face external challenges around evolving customer demands and internal...

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Feature, FSN Research, Trending

The Tools And Processes Being Used For Workforce Management

There are better ways to track workforce trends. As we continue the analysis our exclusive research study run in conjunction with specialist workforce management solution provider Goodt, we explore the tools being used by service-centric companies for workforce management…  Having explored a number of the critical...

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Feature, Service Operations

The Ongoing Generational Shift in the Service Workforce

The Ongoing Generational Shift in the Service Workforce In the first article of a series of excerpts from a recent white paper published by Aquant, we look at the disruption and the challenges presented by he ongoing generational shift for service organizations of all sizes… How to Close The Skills Gap, Improve Service Outcomes,...

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Feature, FSN Research

Employee Placement, Discipline and Churn

Does your workforce have a revolving door? In this third part of the analysis our exclusive research study run in conjunction with specialist workforce management solution provider Goodt, we now look at the study’s findings around employee management…    When it comes to workforce management, of course, staff placement...

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Digital Transformation, Feature

Deliver Service Anytime, Anywhere With Visual Remote Assistance

Deliver Service Anytime, Anywhere With Visual Remote Assistance With remote customer assistance, field service organisations can deliver service from anywhere, keeping both workers and customers safe writes Eric Jacobson, VP Product Management, Salesforce… No matter what’s happening in the world, customers still need service....

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Managing the Field Workforce, Premium Resources

The Service Leader’s Guide to Recruiting and Retaining Gen Z & Millennial Employees (2021)

The Service Leader’s Guide to Recruiting and Retaining Gen Z & Millennial Employees (2021) Today’s service workforce is undergoing a dramatic generational shift. Today’s service workforce is undergoing a dramatic generational shift. As Baby Boomers move into retirement and take their hard-earned expertise with them, a wave...

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Feature, FSN Research

Optimising Costs Of Managing The Workforce

Are you managing costs of your workforce effectively? As we continue the analysis of our exclusive research study run in conjunction with specialist workforce management solution provider Goodt, we look at the current trends amongst service-centric organisations regarding optimising the costs of managing the workforce…   As we saw...

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Feature, FSN Research

Reduced overheads are a benefit for service providers but do customers necessarily want cheaper service?

Change is best arrived at in iterations. In the final of this series from an exclusive Beyond the Data report that is part of a major research project we have run in partnership with Salesforce focused on the rise of remote service delivery was we ask if the new normal going to be built by …...

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Feature, FSN Research

Are We Optimising Our Most Valuable Assets – Our Staff?

Why overlooking management is a costly mistake. Across all service-centric sectors, a universal maxim is that an organisation’s most valuable resource is its staff.   We exist in a service-centric economy, one where an effective workforce can and does bring competitive advantage, and a misfiring workforce can lead to multiple...

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