Workforce Management Analytics: The Appointment Negotiations

Author: Michael Pistone So, if I want to provide the best customer service, I’ll always give the customer the first appointment they request, right?


How Does First-Time Fix Rate Relate to First Rate Service?

In the last blog on this topic, we discussed the benefits of a having a high First-time Fix Rate in regards to operational efficiency and the related costs. While the savings earned from a high First-time Fix Rate are impressive…


Measuring Success: How Long is this Job Going to Take?

Author: Michael Pistone 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….


ClickConnect: 8 Sessions to Transform the Service Experience

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…


What You Need to Know NOW About the Future of the Service Industry

Eighty nine percent of consumers who experience poor service with your brand will leave you for your competition. In the field service industry, 2014 has steadily become the year for reinventing the customer experience. In an increasingly competitive marketplace, superior…


How Do You Build a Service Culture?

Last week at the Smarter Services Symposium the topic of customer experience was front and center.  Expectations for great service are increasing, and the cost of bad customer service, especially for service-focused organizations, is rising. Last year poor service resulted…


How Will You Deliver Smarter Services?

Join ClickSoftware at the Smarter Services Symposium to talk best practices in mobility, customer service and big data Service organizations need to meet conflicting demands—provide superior customer service while also keeping operating costs in check. In fact, The Service Council…