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.
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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 ›
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 ›
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 ›