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Research Insight

Make Room for the Agile Field Service Workforce
Published: August 21, 2017
by Sumair Dutta
In field service, customers are demanding increased predictability, better response times, and an enhanced field service experience, all while negotiating a lower cost of service. The burden falls on the service organization to plan for service demand and determine the appropriate resources to meet customer or contractual expectations. While the demand side of planning is being dissected based on customer segments or contractual need or installed base growth, the supply side of planning is also taking on a new feel. The workforce resources available to service businesses have multiplied offering service leaders with multiple (and often flexible) resources to call upon.


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Filed under:  Contract managementCustomer experienceCustomer experience managementCustomer supportEmployee engagementEmployee retentionEmployee satisfactionField service deliveryField service performance managementField service workforce managementService automationService contract managementService organizationTalent managementWorkforce management 

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