ARCHIVE FOR THE ‘customer-service’ CATEGORY

9 Field Service Practices to Retire by 2020

Dec 18, 2018 • appointment bookingCHange ManagementClickSoftwareCustomer Effect ScoreCustomer ServiceFeaturesfield servicefield service managementfield service softwarefield service technologyLive Traffic UpdatesManagementmobile workforce managementNPSPaul WhitelamService ManagementSoftware & Apps

With 2020 on the horizon, it’s the perfect time to think about new ways to improve your field service business. Paul Whitelam, ClickSoftware outlines nine key areas that you need to be targeting to ensure your service delivery remains competitive...

Refrigeration experts launch new 24-hour emergency service specifically for care home industry this Christmas

Dec 14, 2018 • Coldtrailacustomer satisfactionCustomer Servicefield servicefield service technologyManagementNewsService

The UK’s largest provider of fridge and freezer trailers has launched a new 24-hour emergency service specifically for the care home industry to provide extra storage space ahead of Christmas.

Questions To Ask Yourself About Your Customer Service

Dec 07, 2018 • Bill PollockCustomer Experiencecustomer satisfactionCustomer ServiceFeaturesfield servicefield service managementfield service technologyManagementmobile workforce managementStrategies for Growth

Bill Pollock, President of Strategies for GrowthSM gives us five questions that we need to be able to answer if we are to meet our customers’ service expectations...

Helen selects Tieto Smart Utility for digitalizing its business and increase customer experience

Sep 03, 2018 • contact centreCustomer ExperienceCustomer ServiceData CentresdigitalisationDigitalizationEnergyfield servicefield service managementHelen FinlandNewsService ManagementSoftware and AppsTieto Smart Utilitiesutilities

Finnish energy company Helen has selected the Tieto Smart Utility cloud solution to support its retail and distribution business. The new services improve competitiveness and operational efficiency by digitalizing the company’s key processes and...

Services and Strategy: Why Sell Services?

Jun 29, 2018 • Alexander ConsultingCustomer ExperienceCustomer ServiceFeaturesfield servicefield service managementJames Alex AlexanderManagementmobile workforce managementselling serviceService ManagementService Revenue

Leading Author and founder of Alexander Consulting, James ‘Alex’ Alexander puts forward a series of strong arguments for the reasons why product-focused companies can and must sell services. This is essential reading for the service director...

Ericsson: zero-touch could herald a new era in service provider customer interaction

May 28, 2018 • contact centreCustomer ServiceEricssonEricsson Consumer & IndustryLabfield serviceFuture of FIeld ServiceNewsomni channelService ManagementZero-touchzero-touch customer experiencezero-touch experiences

Consumer & IndustryLab released its latest Insight Report today - the Zero touch customer experience – exploring the future of customer interactions with mobile service providers.

Field Service Podcast: Series 2, Episode 2 - Service Leaders ft. Shep Hyken

May 17, 2018 • Customer ServiceFeaturesfield servicefield service managementKris OldlandManagementPodcastservice excellenceService ManagementShep Hyken

Kris Oldland, Editor-in-Chief, Field Service News talks to New York Times and Wall St Journal bestseller, international speaker and all-around customer service guru Shep Hyken about six important steps companies must embrace if they are to...

Delight or disappoint – it’s time to choose

Feb 22, 2018 • 360 customer viewCognitoCustomer ExpectationsCustomer ServiceFeaturesservice excellenceSoftware and Appswhite papers

LaurentOthacéhé, CEO of CognitoiQ explores the importance of going beyond meeting customer expectations and ensuring you are delighting your customers...

7am is the new 8am and Saturday is now a weekday: Customer service predictions for the future

Jun 19, 2017 • CALLCARECustomer ServiceFeaturesFuture of FIeld ServiceGemma Harding

The way that customers interact with businesses is far different than it used to be, largely due to rising competition. If people aren’t happy with the way that you speak to them or handle their queries, then they have absolutely no qualms about...

New research from the CCA reveals agent training is falling behind customer expectations

Jan 16, 2017 • contact centresCustomer ServiceManagementNewsresearch

Research reveals that one third of organisations are challenged with gaps in skills, yet only 5% will increase their training to meet the changing customer demands in the future whilst 60% stated a future adviser should be able to handle complex...

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