By Sumair Dutta, chief customer officer, The Service Council, www.theservicecouncil.com, email@example.com
A talent shortage is impacting many organizations’ field service strategies.
Over the previous decade, field service organizations have made significant investments in process improvements and in automation to improve productivity and efficiency. The recent economic downturn pushed these organizations into efficiency overdrive during which very few invested in new resources. As a result, greater demands were placed on existing resources and infrastructure.
Even though the global economy is showing signs of recovery, organizations are still reluctant to invest in new resources. However, there are indications that field organizations might have gone too lean as they struggle to meet service demand.