Why Service Organizations Should Care About Predictive Capabilities

Authors: Gilad Brand & Katelyn Burrill

We continue with our ClickConnect preview series

In today’s customer-centric and data driven service culture, there is not a lot of margin for error. Gone are the days where business’ priorities centered around reducing operational expenses and increasing efficiencies strictly for cost-savings. Today the customer comes first, and the desire is to have the right person at the right job as quickly as possible to. This change is driven by the concern of dissatisfied customers turning to a competitor, and worse yet, sharing a negative experience over social media and scaring away existing and potential new customers. Read more ›

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5 Can’t Miss Things about ClickConnect You Might Not be Aware of

Author: Lauren Mead

  • You’ll be in REALLY good company. With over one hundred different service companies attending from all over the globe you’re sure to make some great connections, hear stories of amazing service transformations and even catch the tales of epic service fails which often make the best lessons.

Read more ›

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Southern Dock Products: How Field Service Optimization Can Work for Service Companies of all Shapes and Sizes

Author: Jessica Aceto, Euclides Technologies

Field Service optimization is not just an option for large enterprises with thousands of field technicians anymore. As technology shifts, field service management can be a true realization for small, medium and large companies, in varying industries that operate in varying geographical locations. Read more ›

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Field Personnel: Your Most Valuable Players

Author: Francis Dropikfield service

Field service organizations looking to enhance customer satisfaction, improve customer retention, and raise profitability in response to industry trends have made investing in field service-management optimization a top priority. They realize field-service personnel that feel the company manages their schedules effectively and provides the latest customer information—along with the ability to communicate quickly with the back office—provide a higher level of service to customers. This holds true in both the general demeanor of field resources and their ability to respond to customer requests.

Read more ›

Cognizant Computing and the Future of Service

It seems that the future of the Internet of Things may be closer than we think with this month’s trending word: cognizant computing. According to a recent report by Gartner, this high-tech alliteration will soon be the next big app trend in the cloud movement. Cognizant computing is based around the consumer experience, in which data is gathered from individuals and is used to develop personal services. Having an immense impact across a range of industries, services could include things such as billing,  payments, context-specific ads and notifications. Read more ›

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How Does Your Service Organization Measure up?

Providing exceptional services involves a daily matrix of fluctuating demand, resources, budget and unknowns such as emergency situations. While all organizations face these complexities, some are better than others at providing exceptional service on time and on budget. What’s their secret? They’ve got the balance right.

charts869Where do you rank against the competition?
ClickSoftware’s interactive Service Index Dashboard allows you to benchmark your field workforce performance and make high-level comparisons of standard KPIs against actual performance from service leaders across the globe. You can also view your performance vs. the ClickSoftware client community for each KPI based on your industry, geographical coverage and the size of your field workforce.

Learn from the leaders — share some basic information about your business and receive tips, including:

  • A detailed report on your specific metrics
  • An overview of where you fall against the best-in-class
  • Actionable recommendations to close gaps

Learn More: Use the ClickSoftware Service Index Dashboard to compare your field workforce performance to best-in-class industry benchmarks

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Three Ways for UK Businesses to Banish Poor Service

With a number of high profile customer service disasters in the past week the message is clear, consumers are unhappy and they are taking action. Our recent study, conducted by Harris Poll, found that over two-thirds (69%) of Brits have acted on their frustration when dealing with a company. Nearly half (46%) of UK consumers have demanded to speak to a supervisor, while more than 34% either cancelled their service or abandoned a brand due to poor service. Meanwhile, 15% of UK consumers vent online. Whether Facebook rant or tirade on Twitter, a consumer’s negative experience is detrimental to all brands. Read more ›

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10 out of 10 Service Orgs Take Notice: The Customer is Not Satisfied

In a world of hyper-connectivity we have begun to expect the same outstanding service experience from all interactions. If Zappos wows us with faster-than-expected delivery or a smooth exchange process, we raise the bar for all service experiences, from utility organizations to financial institutions. Read more ›

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Exceeding Customer Expectations for Long Term Gain

Author: Jim Delande

In these days of an unpredictable economy and seemingly endless experiences with poor customer service and fees (the airlines, for example), superior customer experience can truly make your organization stand out, retain valuable customers and contribute top line revenue to your shareholders. Yet even companies with the best intentions often find that the demands of their business take precedence, and fighting fires can easily take their eye off of the vaunted goal of improving customer satisfaction, retention and up or cross selling. Read more ›

What’s the Cost of Customer Service Frustration?

Author: Stephen Timms, President Americas

It’s no surprise to find that consumers try to avoid interacting with customer service departments at all costs. The hair-pulling frustration that often accompanies these interactions derives from wasted hours on hold, late arrivals of service reps and lack of available appointment hours.

A new study finds Americans are frustrated with virtually every aspect of the service process and they waste a lot of time waiting that could have been spent working instead. This frustration translates into lost time and money for consumers, and lost productivity for the businesses that employee them – to the tune of billions of dollars. Never considered that employees who are dealing with service issues impact your business? Think again! Read more ›

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