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Four Ways to Make Exceptional Customer Service a Reality
Providing exceptional customer service is a challenge facing all organizations both big and small. With customer experience predicted to be the key brand differentiator by 2020, the time to go...
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ClickSoftware Receives 2014 Cable Spotlight Product of the Year Award
ClickSoftware’s solution for Communications Service Providers (CSPs) won the TMCnet Cable Spotlight Award for demonstrating exceptional innovation. Enabling CSPs across the globe, such as Portugal......
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Unraveling the Magic of Capacity Planning
When it comes to field service scheduling, the complexity of capacity planning makes looking into the future extremely difficult. Even a crystal ball cannot predict same-day disasters, such as... [[...
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What’s the Cost of Customer Service Frustration?
Author: Stephen Timms, President Americas It’s no surprise to find that consumers try to avoid interacting with customer service departments at all costs. The hair-pulling frustration that often... [[...
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Exceeding Customer Expectations for Long Term Gain
Author: Jim Delande In these days of an unpredictable economy and seemingly endless experiences with poor customer service and fees (the airlines, for example), superior customer experience can...
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10 out of 10 Service Orgs Take Notice: The Customer is Not Satisfied
In a world of hyper-connectivity we have begun to expect the same outstanding service experience from all interactions. If Zappos wows us with faster-than-expected delivery or a smooth exchange... [[...
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Three Ways for UK Businesses to Banish Poor Service
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... [[...
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How Does Your Service Organization Measure up?
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......
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Cognizant Computing and the Future of Service
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... [[ This...
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Field Personnel: Your Most Valuable Players
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......
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Southern Dock Products: How Field Service Optimization Can Work for Service...
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......
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5 Can’t Miss Things about ClickConnect You Might Not be Aware of
Author: Lauren Mead You’ll be in REALLY good company. With over one hundred different service companies attending from all over the globe you’re sure to make some great connections, hear stories of......
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Why Service Organizations Should Care About Predictive Capabilities
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......
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Top 50 Resources, Blogs, and Tools for Chief Information Officers (CIOs)
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......
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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......
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Top 50 Resources, Blogs, and Tools for Chief Operating Officers (COOs)
As second in command, COOs act as a bridge between the CEO and the rest of the company. COOs have countless responsibility, and all it takes is a simple search for a job description of a COO to see......
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ClickConnect 2014: Hot Topics, Current Trends, And Key Takeaways
Guest Author: Sarah Nicastro, Publisher and Editor In Chief, Field Technologies Last week in sunny San Diego, hundreds of service professionals gathered to share their experiences with field service......
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Workforce Management Analytics: “In order to be good, you’ve got to be bad”
Author: Michael Pistone First off, apologies to those who were reading my blog which tapered off last year. But after bumping into one of my favorite customer’s at ClickConnect 2014 and learning...
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14 Experts Share Top Mistakes Made in Field Service Management Software...
Due to its convenience, functionality and, of course, mobility, the rise of mobile and field service software applications have made a huge impact on the state of field service management today. But......
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Round Up: Best of Customer Service Tips
One of the most important elements in a successful business is providing great customer service. Every organization knows that, but few are actually taking the required actions to make it a reality.......
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