Some of my ideas are original. This one isn’t. I’m glad to say that it isn’t, because I come across so many bright minds in the field of service management. One of those minds is Steve Nava (www.linkedin.com/in/stevenava1) at Luminex Corporation, Austin, TX. In a recent conversation with Steve, he spoke about his intent to extend the concept of an open office to his field service workforce. What a novel idea.
Topics: collaboration, augmented reality, Field Service, Perspective, isolation, messaging, mixed reality, mobile workers
Spiderman didn't come up with it, but in celebration of his introduction to the Marvel Universe (Spoiler Alert regarding a certain Marvel movie in theaters now), it’s worth bringing in one of his most used quotes. With a slight addition, that is. The quote is appropriate when considering the focus that service organizations must place on worker and driver safety when rolling out newer tools and applications to boost the productivity of their front-line agents.
Topics: Field Service, Perspective, distracted driving, driver safety, safety
Almost all of the field technicians that we polled for The Service Council’s Voice of the Field Technician research project (Introduction, Part 2, Part 3, Part 4) recommended the profession to others. Most were equally complimentary when asked if they would recommend their current organizations.
Topics: mobile, Field Service, Perspective, Field Engineer, field engineers, field technicians, field work
One of my favorite quotes of all times: “The present letter is a very long one, simply because I had no leisure to make it shorter.” Often attributed to Cicero or Mark Twain, this was originally used by Blaise Pascal to highlight the challenges with being brief.
Topics: augmented reality, mobile field service, Field Service, Perspective, IoT, field service technology, field technicians, Virtual Reality
For those of you who haven’t seen the first two posts in our research on field technicians (by field technicians), it might help to review those posts prior to this one.
Topics: Field Service, Perspective, field technicians, field workers
A few days ago, I introduced our field technician-focused research in a TSC blog and LinkedIn post. Today’s focus is on “Improving a Day in the Life” of the front-line field service workforce.
Topics: Field Service, Perspective, field service management, field technicians, workforce engagement
Introduction to the Research
Our research allows us to get a peek into the initiatives of broader service organizations. In this process of discovery and analysis, the area of field service is one where we spend a lot of time and energy. Personally, I have been covering the space for the past 10 years, digging into technology trends as well as the best practices of businesses looking to get more out of their field technician workforces.
Topics: Field Service, Perspective, field engineers, field technicians, workforce management
TSC’s 2015 field service research indicated that 25 to 30% of organizations are closely evaluating or building the business case for the use of live video or augmented tools to improve field service performance. There are several benefits that can be accrued by the use of live video in field service, particularly in improving first-visit resolution rates where field technicians can rely on live video to get support from higher-level support specialists. As the use of the technology becomes more prevalent, we will see additional benefits as well.
Topics: mobile, News, Field Service, diebold, librestream, live video, verizon
There have been two-three major topics of discussion here in the US at the start of 2016
Topics: News, Field Service, 2016 trends, planning, powerball, scientific games
What would I do if I won $1.3b (or $900m or whatever amount after tax)? It's a question that nearly everyone here in the United States is asking. Well, people outside are asking as well as evidenced by my parents, but not as much.
Topics: customer service, Uncategorized, 2016 trends, powerball, service leaders