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Top 5 Challenges in Field Service Management

By Blog, Customer Engagement Blog, CX Analytics

Many organizations overlook field service management in their customer service strategies, yet this area — and its challenges — are critical to CX success.

While much discussion on CX initiatives centers around contact centers, CX leaders have increasingly turned their attention to another key area of customer interactions: field service.

Organizations invest in numerous contact center tools to manage agent performance, call routing, schedules and customer satisfaction. Like contact center agents, field service technicians must track performance, route on-site service calls, schedule hours and track customer satisfaction.

Field service management software can create effective processes to oversee employees who interact with customers in-person, like how contact center and CRM tools assist virtual service representatives. However, organizations need a solid strategy to address challenges and provide the expected quality of service to run field service smoothly. Key challenges in field service management are the following:

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The Future of Customer Service: 12 Trends to Watch

By Agent Assist, Blog, Contact Center, Customer Engagement, Customer Engagement Blog, CX Analytics

Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI.

The future of customer service increasingly will be driven by technology innovations. Ideally, these new technologies will improve customer and agent experiences, along with business metrics like revenue, operational costs and customer ratings. But businesses often miss the mark when they try to move too quickly with too much technology, ultimately resulting in consumer dissatisfaction rather than elation.

Customer expectations for what defines a good experience stay fairly consistent over time, but the approach to providing that experience changes. Meanwhile, advanced technologies, largely driven by artificial intelligence, analytics and automation, arm companies with new techniques for driving customer satisfaction and loyalty.

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