Customer service executives prioritize processes, data and breaking down silos
OTRS Group survey finds connecting with customers on the channels they prefer poses biggest challenge for customer experience. Improving the use of customer data is the most important success factor alongside process optimization
The Importance and the Deployment of AI in Field Service
Roslyn Jo, Writer for Field Service News, discusses the Importance and the Deployment of AI in Field Service
ADTANCE Delivers Industrial Customer Service Solution for Microsoft Teams
ADTANCE, a leading international After-Sales Service technology platform provider for manufactures, industrial companies, and mechanical engineering organizations, announced the integration of ADTANCE Smart Services with Microsoft Teams, providing users with …...
Customer Service 2.0
Customer Service 2.0 In this feature taken from a white paper published by BigChange, we explain why businesses are increasingly looking at customer experiences as a new source of competitive …...
Bouncing Back: How Demand Surged as UK Lockdowns Eased
Bouncing Back: How Demand Surged as UK Lockdowns Eased In this feature taken from a white paper published by BigChange, we have a look at what happened in the field …...
Health Check of UK Businesses Running Field Service Teams
Health Check of UK Businesses Running Field Service Teams In this feature taken from a white paper published by BigChange, we look at their first health check of UK businesses …...
Is the move toward servitization gaining greater traction?
Is the move toward servitization gaining greater traction? FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field …...
How much did the pandemic impact customer-centricity and digital transformation?
How much did the pandemic impact customer-centricity and digital transformation? FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked …...
The crowdsourced tech: a new way to deliver on-demand field service?
Manuel Grenacher, CEO Coresystems takes a look at how crowdsourcing could potentially be a revolution in delivering field service as and when it’s needed… Imagine a customer calls your customer …...
The field service team: the power to drive customer service forward
What is the value of a customer relationship? Is it worth it to over-deliver on SLAs just to keep a paying client? What role does field service have in keeping customers happy? Aly Pinder, senior research analyst analyst, Service Management, Aberdeen Group, shares his views.
