Do You Hold The Key?

May 14, 2019 • FeaturesKPIsmanagementMartin SummerhayesNick Frank

In recent years, the sector has moved from a service operation that is a cost-centre, to one that can impact customer service. Service outfits, recognising this shift, are now building in Key Performance Indicators (KPIs) to keep pace with a...

How Service Leaders are Adapting to the Changing World of Field Service

Apr 01, 2019 • FeaturesAsteaKPIsmanagementCHange ManagementCustomer Focus

The field service sector is heading into the final stages of a transition from an operationally focussed, cost-based discipline to a service-centric, revenue generating one and it is a change we must embrace writes John Hunt from Astea.

Will AI Remove The Human Touch?

Mar 13, 2019 • FeaturesArtificial intelligenceFuture of FIeld ServiceGig EconomyKPIsclick softwareEmployee SatisfactionCustomer Focus

Click Software’s Hilla Karni sat down with Field Service News’ Deputy Editor Mark Glover at Field Service Europe 2018 in Amsterdam, sharing thoughts on Augmented Reality, the gig economy and the importance of employee wellbeing.

Why productivity is paramount in field service

Dec 11, 2017 • FeaturesManagementCognitoKPIsLaurent OthacéhéProductivity

Improving productivity is the cornerstone of establishing a framework for delivering field service excellence. Laurent Othacéhé, CEO, Cognito iQ outlines why and how you should approach improving your field service productivity...

Are you using KPIs effectively enough?

Nov 23, 2016 • FeaturesManagementKPIsmanagementNicki FrankDag Gronevikfeld service managementSi2 partners

Nick Frank and Dag Gronevik of Si2 Partners joined Kris Oldland for our latest podcast where the talk was all about KPIs, in this excerpt we look at whether KPIs should be under constant review...

The Field Service Podcast: The importance of KPIs

Sep 13, 2016 • FeaturesKPIsPodcastresourcesSi2 partners

In this the latest edition of the Field Service podcast Kris Oldland, Editor-in-Chief of Field Service News talks to Nick Frank and Dag Gronevik of specialist service management consultancy Si2 Partners about the importance of understanding the...

KPI’s – What are they good for?

May 16, 2016 • FeaturesKironaKPIsSoftware and Appssoftware and apps

Nick Shipton of scheduling specialists Kirona takes a look at the importance of measuring performance and constantly shifting KPI focus in a journey of ongoing improvement...

Finding the measure that drives your service business

Apr 22, 2016 • FeaturesManagementKPIsmanagementNick Frankservice KPIs

Nick Frank, Founding Partner at Si2 Partners, discusses the importance of understanding the metrics you are measuring to asses both internal performance and external perceptions of your service delivery in the eyes of your customers, and how the...


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