Author: Francis Dropik
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.
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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 ›
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.
Where 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
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 ›
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 ›
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 ›
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 ›
When it comes to field service scheduling, the complexity of capacity planning makes looking into the future extremely difficult. Even a crystal ball cannot predict same-day disasters, such as emergencies, changes in priority and unplanned absences. These can often lead to missed appointments and idle time, causing your customers to do the vanishing act. Read more ›
ClickSoftware’s solution for Communications Service Providers (CSPs) won the TMCnet Cable Spotlight Award for demonstrating exceptional innovation.
Enabling CSPs across the globe, such as Portugal Telecom, SaskTel and Ledcor, to provide exceptional service while keeping operational costs in check, ClickSoftware is the premiere choice for industry leaders. The solution benefits all stakeholders, including customers, operations and field teams. Read more ›
Providing exceptional customer service is a challenge facing all organizations both big and small. With customer experience predicted to be the key brand differentiator by 2020, the time to go beyond the basics is now. How do you balance providing great service with changing operational demands? Here are four tips that will ensure your business delivers superior customer experience now. Read more ›