Every field services or support services team has first call/visit resolution (FCR/FVR) in their metrics.[…]
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Is your client satisfaction suffering as a result of your first call resolution rate?
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Archives
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Resource Management in an Agile World
How can you perform Resource Management for agile project delivery? Interesting question. Service delivery methods[…]
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Successfully Managing Project Expectations is Key to Project Success
Every person in service delivery should ask themselves, and all involved at the inception of[…]
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Managing Connectedness Across a Broad Set of Stakeholders
Digital Transformation is the latest buzz word taking the world by storm. The pace of[…]
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Is your SOW setting your project up to fail?
We are all familiar with writing SOWs. Some of us do this quite frequently. But[…]
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Helping Project Managers Get Their Groove Back
Of all the roles within a professional and consulting services organization, the role of project[…]
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[Case Study] 811 Support Center Operation
We recently assisted an 811 organization with a rapid assessment, analysis, and recommendations related to[…]
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You can systematically improve your labor, parts and vehicle costs.
Tech hardware margins are shrinking industry wide – that’s a fact! Hardware support revenues are[…]
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Is your Field Services team being challenged with reducing costs while maintaining services levels?
Field Services teams are constantly challenged to reduce costs of labor, parts and vehicles. Same[…]
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Are you looking for top tier services talent?
We have all been there, you need to find new leadership, locate a particular or[…]
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