Customer Experience Management mimics the behavior of today’s business and individual buyers; it’s constantly evolving. This evolution brought forward many changes, one of which is the need to deliver a consistent and personalized experience to customers across all the different touch-points, be it part of sales, marketing or service interactions.

In February 2014, my colleague Aly Pinder and myself collaborated to bring our Integrated Service Management (ISM) research to life that addresses how service organizations today can successfully work across different silos to delight the customer.

As part of my research I regularly share insights on how contact center and customer care executives and practitioners can do their jobs better. Now, I’d like to share insights with you – field service executives and practitioners – on how you can successfully work together with the contact center to maximize your performance. To this point, below are some high-level takeaways that helped companies within our Integrated Service Management study deliver a connected and superior service experience through connecting the field service organization with the contact center:

  • Establish a technology infrastructure that allows field service to have visibility on customer needs (and prior interactions) prior to arriving to the customer site. This will help field technicians with intelligence on the specific customer issues and be prepared to address them effectively.


  • Empower field technicians with mobile devices that connect to a centralized knowledgebase of product / service information (also available to contact center agents) in order to help them find relevant insights to solve customer issues without scheduling repeat visits to the client.


  • Leverage voice of the customer (VoC) data gathered by the contact center through tools such as speech analytics, IVR surveys and email feedback to assess field service technician performance. Use these insights to train existing technicians on skills and knowledge they need to do their jobs better and recognize strong performers for their success. Also determine which knowledge and skills drive a positive customer experience, and use these insights to develop a competency profile for field technicians in order to use while hiring new technicians.


To learn more about how ISM users help field service teams maximize their performance, please read our recent report on the topic.

If you’re a contact center or customer care executive / practitioner, please read my colleague Aly Pinder’s post on how you can use ISM as a key strategy to work collaboratively with the field service team in order to delight customers and reduce overall service costs. Also, look for a short video roundtable where Omer and I chat about this topic in greater detail.

Omer Minkara

Senior Research Analyst

Contact Center & Customer Experience Management

Twitter: @omer_aberdeen

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