What do UK consumers expect from their field service providers?

Jun 28, 2015 • FeaturesManagementCustomer ServiceJohn CameronmanagementresearchTrimble

Operating a successful field service operation today is a challenging experience. A study recently commissioned by Trimble revealed the main factors UK consumers look for when selecting a field service provider, their expectations and biggest...

Cognito appoints Laurent Othacéhé as CEO

Jun 25, 2015 • ManagementNewsCognitosoftware and apps

Cognito, the field service  management solutions company, has appointed Laurent Othacéhé as CEO, as part of  a wider organisational restructure intended to position the company for  growth.

Channel partners for service support

Jun 10, 2015 • FeaturesManagementCustomer ServicemanagementBill Pollockchannel

Channel partners can impact on delivery of  appropriate levels of customer service and support.  Yet, establishment of a channel partner relationship can be a very difficult, time-consuming and highly political business endeavor.  Bill Pollock, ...

Research reveals poor customer service leads to huge loss in brand loyalty

Jun 07, 2015 • ManagementNewsCustomer Servicelog me inovum contact centres

A new study by LogMeIn and Ovum reveals a significant disconnect between what today’s mobile, always-connected customers have come to expect from customer service and what contact centres are delivering.

Making Happy Customers Even Happier – It’s Easy, if You Follow the Guidelines!

May 27, 2015 • FeaturesManagementCRMCustomer ServicemanagementBill Pollock

The main difference between being able to make unhappy customers happy, and happy customers even happier, is the point of initiation. At least with unhappy customers, even if you do not know why they were unhappy before contacting them (or having...

Attracting millennials to field service

May 19, 2015 • FeaturesManagementMIllennialsPatrice EberlineRecruitmentservicemax

In our recent series of articles we have asked if recruitment is going to be field services greatest challenge and explored why despite a negative press millennials are in fact a natural fit for field service.

Social a Field Service Connector, Not Distraction

May 18, 2015 • FeaturesManagementAly PinderSocial Media

Has the social world changed service delivery? Or is field service still all about a schedule, a technician, a truck, and a tool box?Aly Pinder of Aberdeen asks...

Webinar preview - what makes millennials tick?

May 15, 2015 • FeaturesManagementAGeing WorkforceMIllennialsresourcesservicemax

Our next webinar on the 20th May at 4pm BST which will look at two of the key discussions in field service currently. Click here to register now!

Consumers say fix it the first time

May 13, 2015 • ManagementNewsresearchResearchTrimble

New study links high customer satisfaction with service providers who fix it on the first visit

Research Report: Mobility tools in field service 2015 – Part Three

May 12, 2015 • FeaturesManagementAdvanced Field ServicemanagementresearchResearchDecision Making

In the first part of this exclusive research project run in partnership with Advanced Field Service, we looked at the types of mobile devices being used in the field and why it seems that the days of pen and paper are becoming increasingly...

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