Kris – Understanding the transition to remote service delivery from the technician’s perspective
engagement training in the field demeanour – allied to confidence
engagement training in the field demeanour – allied to confidence
Need to think about remote service from the strategic business perspective – so we need to understand how this can drive both service operations goals but also wider business goals.
Need to give consideration as to whether we should be training in the field first and then cross-training to remote. A lot of skills that are required from remote are
Start with carrot but then make mandatory Make it seamless Clearly outline benefit to customer