ARCHIVE FOR THE ‘customer-service’ CATEGORY

Introducing Self Service and Artificial Intelligence Without Sacrificing the Human Touch

Jun 24, 2019 • FeaturesSoftware & AppsFuture Technologycontact centresCustomer Serviceomni channelfield serviceIFSomnichannel

The Importance of Transforming Customer Care

Jun 17, 2019 • FeaturesSoftware & AppsFuture Technologycontact centresCustomer Serviceomni channelfield serviceIFSomnichannel

Businesses Failing to Face Ugly Truth of Their Customer Service Shortcomings, Research Finds

Jun 06, 2019 • NewsCustomer ServicemanagementSurvey

Pegasystems study shows huge disconnect between business decision makers and customers when it comes to customer service perceptions.

Digital Twins Help To Avoid Unpredictable Plant Downtimes

Apr 11, 2019 • FeaturesCustomer ServiceFuture of FIeld Servicemanuel grenacherSAPService DeliveryIndustry 4.0

Digital Twins have been discussed in tech circles for a while now, but their potential value in field service is still only just beginning to filter through, Manuel Grenacher, SAP Field Service Management, explains the role they could play in...

Talent, Service and Digital Transformation:  Benchmarking the Changing Face of Field Service

Apr 10, 2019 • FeaturesManagementCustomer ServiceFuture of FIeld ServiceWBRDigital TransformationField Service Events

Hot on the heels of its launch last year, Field Service Connect 2019 focuses on the UK field service industry and its challenges, bringing fresh insights and differing perspectives to this often under-appreciated sector.

PODCAST - Professor Christian Kowalowski

Mar 14, 2019 • FeaturesCustomer ServiceFuture of field servciceFuture of FIeld Serviceworkforce managementServitizationThe Field Service PodcastMark Glover

In the latest Field Service Podcast, Christian Kowalkowski, Professor of Industrial Marketing at Linköping University, discusses the challenges round transitioning to a servitization business model.

PODCAST - Martin Summerhayes: "Field service is as much around customer service as it is technology."

Mar 01, 2019 • FeaturesCustomer ServiceFuture of FIeld ServiceMartin Summerhayesworkforce managementStaff WellbeingThe Field Service PodcastMark Glover

In the latest Field Service Podcast, Fujitsu's Head of Delivery Management and Service, Martin Summerhayes, suggests we should be framing the service industry in a different way to encourage young people to the sector.

Martin Summerhayes: A life in service

Feb 20, 2019 • FeaturesCustomer ServiceFujitsumanagementMartin SummerhayesTraining

As a mantra, fixing the customer first and the problem second, has served Martin Summerhayes well in his 30-plus years in service profession. Mark Glover, caught up with Fujitsu’s Head of Delivery Strategy and Service Improvement to discuss what...

9 Field Service Practices to Retire by 2020

Dec 18, 2018 • FeaturesManagementSoftware & AppsCustomer Effect ScoreCustomer Servicemobile workforce managementNPSPaul WhitelamCHange ManagementClickSoftwarefield servicefield service managementfield service softwarefield service technologyService Managementappointment bookingLive Traffic Updates

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 • ManagementNewscustomer satisfactionCustomer Servicefield servicefield service technologyServiceColdtraila

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.

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