"It is the long history of humankind (and animal kind, too) that those who learned to collaborate and improvise most effectively have prevailed." CHARLES DARWIN
Customer service agents and field service technicians have traditionally been two totally separate departments that play for the same team. Both are ‘keepers of knowledge’ — the former has knowledge of policies, customer information and product details, while the latter has knowledge of how products work in practice, and how to resolve issues affecting them.
Unfortunately, many enterprises fail to fully capitalize on this knowledge because the two departments are disconnected from one other. Each has its own goals, processes, leadership and KPIs. Survey data shows that only 12% of customer service professionals say that they currently work in a collaborative environment.