This is the question my wife asks me every weekend, and my answer is always the same…”At least 1 hour.” Her response is typically not favorable when the task is mundane and should only take 10 minutes. But I am not a handy guy, and variability typically rears its ugly head during the execution of my weekly “honeydo” list. Now, I have had some extensive project management experience within my career and I’ve been successfully married for 11 years. During that time, I’ve learned to “pad” my planned durations. For my wife and me, it’s been a good thing. For your service business and optimized schedule, not so much. My focus over the next couple of weeks will be full measurement of the workforce management lifecycle and there is no better place to start than your call center.
Imagine a world where you can clock in without ever having to drive to the office. Or a world where hotel staff greets you by name and your room preference? How about one where you can call for help with the push of a button? While wearables are still relatively new, it’s clear that they’ll soon have a big impact in the service industry.
Steve Timms from ClickSoftware spent some time at Dreamforce and details how the wearables movement is changing the way we think about work. By integrating wearables into the workplace, companies will be able to better manage operations, field workers will be able to work more efficiently and intuitively, and the process will create better connections with the customer base.
Meat and Potatoes for Your Customers Customers enjoy having the ability to schedule their own appointments. Whether it is during a lunch break or in the middle of the night (for those night owls who are online at 2am), customers enjoy the convenience of making their own appointments. And just like meat and potatoes is expected at every family meal, the customer is starting to expect online appointment booking from every service organization as well. Read more ›
One of the most important elements in a successful business is providing great customer service. Every organization knows that, but few are actually taking the required actions to make it a reality. This week happens to be National Customer Service Week, so we’ve gone through our archives and pulled together some of best posts dedicated to the customer experience. Now go out there and put smiles on your customers’ faces! Read more ›
Due to its convenience, functionality and, of course, mobility, the rise of mobile and field service software applications have made a huge impact on the state of field service management today.
But while it’s true that managers and field technicians are no longer stuck with using the old pen, paper, telephone to record and communicate information, that doesn’t mean that there aren’t new management issues that come along with the newer more advanced technology-based field service solutions that are currently available.
As a company that provides field service and workforce management software to all types of field service businesses, we wanted to learn more about what kind of thought should go into the field service management software shopping process, and specifically, how business executives in the market for field service management software can avoid the most common (and avoidable) mistakes people make when buying it. To do this, we asked 14 business field management software experts to answer this question:
“What’s the single biggest mistake executives make when buying field service management software?”
We’ve collected and compiled their expert advice into this comprehensive guide to buying field service management software. See what our experts said below: Read more ›
First off, apologies to those who were reading my blog which tapered off last year. But after bumping into one of my favorite customer’s at ClickConnect 2014 and learning that he was reading my blog, I was immediately inspired to start writing again, which is a true testament to the professional presence that he is. Thanks Bryan. Read more ›
Guest Author: Sarah Nicastro, Publisher and Editor In Chief, Field Technologies
Last week in sunny San Diego, hundreds of service professionals gathered to share their experiences with field service automation and to learn from their peers at ClickConnect. Organizations of all sizes were in attendance, and ClickSoftware provided some great speakers to provide industry thought leadership. For those of you that may have missed the event, here are some of the topics and takeaways that I felt stood out most. Read more ›
As second in command, COOs act as a bridge between the CEO and the rest of the company. COOs have countless responsibility, and all it takes is a simple search for a job description of a COO to see that their skills and capabilities need to be nearly endless for them to be successful in their C-level role.
While companies look to grow and remain relevant, COOs are tasked with cutting costs while renewing growth. They also need to improve inventory and profitability, increase global operations, and tap emerging markets. At the same time, they act as leaders and managers. COOs need to have access to executive information but still stay in tune with the members of the organization who work below them.
With all of these responsibilities, plus the others that are too numerous to mention here, COOs need to have a range of resources, tools, and blogs available to them that will help them to serve in their complex role. We’ve tried to make your job at least a little easier by scouring the internet for you, to find the best resources, blogs, and tools available for your role. To make the list, the resources had to be robust and current, the blogs had to be authored by experts in the business and marketing world, and the tools had to be easy to implement and a true help for managing, collaborating, and streamlining your processes. We have listed our top picks for COOs here, in no particular order. Read more ›
A recent study found that customers have strong opinions about what they want from a service experience. They don’t want to be put on hold, they do want more frequent updates on arrival times, and the overwhelming majority won’t pay extra for VIP service or premium appointments. How do you make the customer happy while staying within operational budgets and personnel restraints? Read more ›
CIOs’ job descriptions are just as diverse as the titles people use for them: Chief Information Officer, Chief Innovation Officer, and Information Technology Director, among others. No matter what you call them, CIOs have the difficult job of getting teams to collaborate with everyone on the same page. They also are responsible for a company’s technological map and direction, including proposing budgets, making purchases, supervising IT specialists and workers, and managing IT-related projects.
Hundreds of companies, enterprises, organizations, and individual CIOs offer services, tools, and blogs to ease some of the burden on CIOs. We have waded through the clutter and found the best resources, blogs, and tools for CIOs. Our top picks represent the most trustworthy information from top experts and industry leaders. We’ve included resources that are useful and offer a variety of applications, blogs with the most up-to-date information and trending topics, and tools that provide the most innovative solutions. Our top 50 selections for CIOs are listed here, in no particular order. Read more ›