Service Management
Field Service Trends in Workforce Management
Field Service 2011: Trends in Workforce Management
Brought to you by DSD Business Systems and the Aberdeen Group
The continued focus on field service excellence by service organizations is warranted as Aberdeen's recent survey data of over 300 organizations in December 2010 and January 2011 reflects that 58% of incoming service requests ultimately require a field dispatch of sorts. Given that these field agents are quite often the only representatives of the organization that actually visit the customer, especially after the sale of the product, their ability to provide desired or better support in a timely manner goes a long way in setting customer perceptions of the service organization's aptitude.
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