Whether outsourcing customer care, technical support, field service, or IT resources to a third-party, there is more to consider than selecting the vendor, establishing the scope of work, and pricing and signing the agreement – much more.   Continue Reading..

Has there ever been a better time to be employed as a field service engineer (FSE) or technician?  Having been an FSE in the past and spending most of my time now with FSEs and their management, the answer is definitely “No.”  Continue Reading..

In today's highly competitive and increasingly demanding economy, businesses of all types and sizes are being forced to search for a cost-effective means for identifying new markets and establishing programs for penetrating and cultivating them. In most cases, the business development manager has to scramble to implement the most current, state-of-the-art market development tools to support the overall effort. But sometimes the most valuable...  Continue Reading..

Service and sales are more interconnected than ever before, especially in an era where the customer has a wealth of information and competition is abundant. To add another strategic weapon in a company’s playbook, the entities of service and sales must merge into one point of contact: the customer service representative (CSR). The CSR, existing as a voice in a call center, or the other end of an online chat, provides multiple touch points...  Continue Reading..

Technology and process are the foundation of your service delivery model. The appropriate use of technology will allow you to build an efficient model that can scale to meet your clients’ needs. If you fail to leverage technology as the foundation of your delivery model, you will miss an opportunity to stay competitive in the market. Many service organizations fail because of their inability to leverage technology. As a result, it is...  Continue Reading..

There is a phrase I hear over and over when field service personnel greet each other and sometimes when they greet customers – “I’m living the dream.” It’s a sarcastic phrase, and one I dread hearing. To me, this phrase exudes drudgery, working for a paycheck, and boredom.  It’s used in a sarcastic sense, but do we know if technicians are truly excited about their work goals, or in this stagnant state?...  Continue Reading..