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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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Robin Gareiss

Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers focusing on customer experience and engagement, digital transformation, and contact center.