Five Best Practices to Tighten Field Service Appointment Windows

Five Best Practices to Tighten Field Service Appointment Windows

Guest post from Mark Wilburn, CTO of SkyCreek Corporation. In a recent study, Accenture labeled the current consumer environment the “Switching Economy.” The reasons: customers often see little differentiation between brands, can easily gain information on...
4 Practices to Build and Sustain Customer Focus In Field Service

4 Practices to Build and Sustain Customer Focus In Field Service

  Many organizations have field service operations that have direct contact with customers—typically in customers’ own homes or businesses. This makes field service a highly-visible organizational component, with a strong influence over customer perceptions. Field...
How to Deliver Superior Field Service Experiences

How to Deliver Superior Field Service Experiences

  Customers want an effortless, personalized interaction regardless of how, when or where they interact with a company. That expectation magnifies when the interaction is a field visit by an employee to a customer’s home. Historically, though, field service has had a...
How a Fortune 100 Giant Manages CX Across 20,000+ Field Reps

How a Fortune 100 Giant Manages CX Across 20,000+ Field Reps

Traditionally, customer experience (CX) has not been an area of strength for many communications companies. In fact the telecommunications industry received the second worst overall customer experience ranking, eclipsing the survey’s third place finisher by 20...