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10/5/06 - Getting Field Service Right
One way to describe the field service challenge is "getting the right parts with the right people to the right customers at the right time." The complexity of aligning these resources properly for each instance of service overwhelms many if not most organizations at one time or another.
If only service workloads were predictable. Reality says that is most often not the case. All sorts of internal and external factors contribute to the possibility of an imbalance between workloads and workforces. Enter the art and science of work force management.
Workforce management is a familiar concept in the call center and it certainly applies in field service. Service scheduling is also a key component to a successful field service strategy. Depending on where you sit in your organization's hierarchy, planning horizons can be measured in months/years for executives or minutes/seconds for the front line. Is one planning horizon easier than the other?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Satmetrix introduced the latest version of the company's flagship hosted platform, Satmetrix Enterprise Version 11. The platform allows companies to gather vital customer feedback data and turn this into business process improvement, increasing profits and furthering an organization's growth.
Witness Systems announced the results to its online survey in celebration of this year's National Customer Service Week, October 2-6.
West announced that it has acquired InPulse Response Group, Inc. InPulse will operate as part of West's Communications Services segment. The total cost before transaction expense and working capital adjustments is approximately $44.5 million and was funded with a combination of cash on hand and West's existing bank credit facility.
Have you ever needed an ATM and not known where to find one? MasterCard now provides cardholders with a mobile, location-based search and directory service so they can request the location of the nearest ATM be sent to their cell phone via SMS text message.
Tangoe announced that it has been issued a U.S. patent for technology used in Telecommunications Expense Management systems and methods. The patent, number 7,065,496, covers core technology and processes relating to the management and control of service provider agreements for voice, data, and wireless resources and their associated costs.
CobbleSoft announced that CyberShift has selected the company's COIGN Enterprise helpdesk and service management software solution.
SPSS announced that TARP Worldwide has implemented additional SPSS technology to enhance its capabilities for measuring and reporting on the customer data it gathers for clients.
Presence Technology has announced that Blake Holdings is using the Presence Technology solutions for their contact centers for various UK-based customers.
Harte-Hanks announced that long-time client and partner, NEA (National Education Association) Member Benefits, has chosen Harte-Hanks to apply its "Customer Optimization" planning framework to help the organization become more member-centric by managing customer contacts and leveraging customer information to drive communications and interactions across multiple channels.
IMN announced that Smart Circle International has chosen the IMN Party Pulse service to build closer relationships with its advertising partners and end customers.
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| CRMAdvocate Stock Index |
| CRMSI | 53.29 |  | 1.84% |
| Dow Jones | 11,848.20 | | 0.72% |
| Nasdaq | 2,301.87 | | 1.92% |
| S&P 500 | 1,351.06 | | 1.06% |
| Top Gainers |
| SAP | 50.84 | | 1.22 |
| salesforce.com | 38.07 | | 1.19 |
| RightNow | 16.06 | | 0.99 |
| Top Losers |
| Teletech | 15.18 |  | -0.40 |
| Astea | 5.1498 | | -0.31 |
| eLoyalty | 18.15 | | -0.31 |
| Complete Stock Index |
| As of close 10/04/06 | |
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| (Feature)
Open Source VoIP Makes the Grade - Security weaknesses have left millions of elderly, disabled and poor Americans vulnerable to unauthorized disclosure of their medical and personal records, federal investigators said Tuesday.(CRMDaily)
|  | | Contact optimization confusing marketers - There's plenty of buzz in marketing about anything that might improve efficiencies or manage customer contact fatigue, but contact optimization isn't the answer for everyone.(SearchCRM)
| | | The New Internet Is Coming - IPv6 (Internet Protocol version 6) will replace the current Internet protocol within the next few years, making the Internet more secure and able to connect to a nearly infinite number of devices. It may be soon, but it won't be easy. Being ready for IPv6 could save you millions.(CIO)
| | | Just Say "Know" - The boss may assume that outsourcing is the answer to everything. But CIOs can't afford to assume anything. They have to know.(CMO Magazine)
| | | Call Centre Queues are Getting Longer - New research shows callers can wait for up to 30 minutes at busy periods(CRMToday)
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