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A recent Harvard Business Review (HBR) survey revealed many companies view employee engagement as a key success factor. But less than half of firms tie engagement metrics to customer satisfaction or financial results. Even more disturbing: just 24 percent believed their workforce is highly engaged. This research underscores what many business leaders know. Many organizations[…]

Emerging technologies—mobile, advanced analytics, and more—are making their mark on field service operations. Without a doubt, today’s field organizations have unprecedented opportunities to transform how they do business and deliver better service to customers. As we move full steam ahead into 2015, what topics are most pressing to field service leaders? A recent survey of[…]

great customer experience

Today’s customers have unprecedented access to information. This empowers customers to make choices and shift loyalties rapidly. Business leaders are responding by intensifying their focus on delivering superior customer experiences. However, many brands are still in catch-up mode. Customers often encounter frustrating situations—such as being routed from agent to agent when they contact a call[…]