On-Demand Webinar: Better Workforce Management to Optimize Cost and Customer Experience for Support

Support Services typically employs about 8% of company employees and is increasingly responsible for platform-based customer retention and earning the right to expand the relationship by delivering a superior customer experience.

However, a huge challenge we’re seeing for tech companies today is the need to support ever-increasingly complex products in a broader ecosystem and having the right amount of support engineers, with the right skills, at the right time.

So the question is, what can we do to overcome that challenge and set support up for success to ensure they’re able to deliver the experience customers expect? Watch this webinar to find out!

During this webcast, Randy Mysliviec, President and CEO of RTM Consulting and Vele Galovski, TSIA’s VP, Support and Field Services  discuss:

  • Effective methodologies for resourcing support center(s) in a way that optimizes both cost and customer experience
  • Workforce planning processes to accurately forecast the skill sets required to deliver on future service revenues
  • Insights on how to optimize customer service and staff utilization through effective forecasting, scheduling, and staff management practices
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On-Demand Webinar: Resource Management Automation – Making Sense of What Users Want to Elevate Their RMO

RTM Consulting Managing Partner, Marc Lacroix, speaks on a recent Resource Management Institute webcast on how digital transformation is shifting the thinking of business users from what is essential to what is possible with technology. During the session he reviews what RMOs are doing with their automation, and what are some of the capabilities required to make RMOs more strategic to the organizations they support.

The session continues with a panel of leading services automation vendors discussing what the future holds for resource management automation and how this will enable RMOs to provide greater strategic value to their stakeholders. Panelists include Jody Koch, Senior Implementation Consultant, KeyedIn Solutions, Mark Robinson, Co-Founder, Kimble Applications, Jared Haleck, SVP of Product, Mavenlink, and Rafat Hilal, Director of Product Strategy, Upland Software.

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On-Demand Webinar: Digital Transformation for PS: It’s more than just PSA

PS Digital is our holistic approach to helping professional and consulting services organizations keep pace with a rapidly changing technology landscape. The fast pace of innovation within the industry combined with broader technology trends present services organizations with more compelling, cost effective solutions that makes the status quo and incremental approaches no longer acceptable.

When people think of automating PS, many think of just the PSA component. However, true digital transformation and automation is more broad than that. It requires integration with surrounding systems such as CRM, ERP, Expense Management, HCM, etc. When integrating these systems many challenges arise and not all of these challenges are technical in nature. This 30 minute webcast provides some key learnings and insights into how to successfully integrate your PSA.

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On-Demand Webinar: Managing Connectedness Across a Broad Set of Stakeholders

Digital Transformation is the latest buzz word taking the world by storm. The pace of technological change is accelerating and how people use technology in their everyday lives is fundamentally changing how businesses have to operate to meet customer and marketplace demands. Simply automating a manual process is not enough. PS Digital is our holistic approach to helping professional and consulting services organizations keep pace with a rapidly changing technology landscape. The fast pace of innovation within the industry combined with broader technology trends present services organizations with more compelling, cost effective solutions that makes the status quo and incremental approaches no longer acceptable.

Many Professional Services functional areas are interconnected – e.g. Resource Management, Project Management, Revenue Forecasting, Capacity Planning, etc. A change in one area can have impacts on all the other areas, impacting not only consultants, but many stakeholders throughout the organization. During this webinar we talk about this interconnectedness and how to navigate and manage in that environment.

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On-Demand Webinar: The Opportunity of Digital Transformation for Professional Services Organizations

RTM Consulting Technology Practice Leader, Wade Little, presents our first webcast in a 3-part webinar series on PS Digital. In this first webcast, The Opportunity of Digital Transformation for Professional Services Organizations, we highlight the forces that are driving Digital Transformation for PSOs and how PS Digital can help, from start to finish, on your Digital Transformation journey. We also identify some of the key components and technology areas that need to be considered specific to professional and consulting services.

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On-Demand Webinar: PS University – The Source for Professional Services Skills Development

The most effective Professional Services Organizations recognize that skills development cannot be done in the margins and view training as a strategic initiative that requires thoughtful planning vs. a one-time event. They foster a culture of continuous learning and align learning and development with the role and career progression goals of their employees.

Last year RTM Consulting launched PS University, an innovative approach to address the ongoing learning and development needs of PSOs through role-specific learning paths and curriculum, supported by highly flexible training delivery options and subscription pricing for larger enterprises.

During this 30-minute webcast RTM Consulting Training Practice Leader, Ryan Childers, discusses this unique approach to professional services skills development and the essential steps you should take to get started on a programmatic approach to developing the professional services training your employees need to be successful.

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On-Demand Webinar: The 4 steps to Achieve Technology Adoption

Is technology failing to deliver the promised outcomes? How much of it is down to the people and processes? Drawing on their experience of driving change initiatives at hundreds of organizations, this webinar brings together a panel of experts – Kimble CMO Mark Robinson, RTM Consulting Managing Partner Marc Lacroix, and former Tribal Group CEO Rob Garner – to share practical advice on how to enable an entire organization to commit to a well-defined vision for how the business will operate.

During this webcast the panel discusses how to organize for success, designing target operating models to support desired outcomes, how to focus on commonalities, and fully investing in adoption. This webinar is designed to provide a clear understanding of how to deliver successful technology adoption within your organization.

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On-Demand Webinar: Helping Project Managers Get Their Groove Back

Of all the roles within a professional and consulting services organization, the role of project manager is the most misused, misunderstood and undervalued of all the delivery roles. In addition, project managers are facing changing delivery dynamics brought on by the rise of SaaS solutions and virtualization and globalization of project teams. Ask yourself… are your project managers in step with your delivery strategy?

During this webinar RTM Consulting Managing Partner, Marc Lacroix, highlights the forces that are impacting the role of project managers today and some of the missteps delivery organizations are making with the role and function. The webcast also focuses on solutions and how redefining the project manager role in your organization requires changes in the way you position project management, the way you are organized, and the systems that support the function. Joining RTM Consulting is David Young, Director of Professional Services Research & Advisory at TSIA, to share his insights on the role of project manager.

On-demand webcast entitles you to obtain 1 RMCP® PCU credit for watching.

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On-Demand Webinar: Tune to the Market — Five Steps To Adapting To Changing Demand

Innovating in the face of rapid market and technological change is a key challenge for consulting businesses. Taking a strategic approach and having an agreed process can help to steer the business in the right direction.

In this webinar, Marc Lacroix, Managing Partner at RTM Consulting, and Rob Bruce, VP of Product Marketing at Kimble, discuss the unique principles professional services organizations must understand to effectively adjust to and embrace these demand changes. The webcast addresses establishing a formal, strategic approach to developing service offerings, forecasting demand for skills and service offerings, and channeling key resources towards innovation.

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On-Demand Webinar: PSA 2.0: What is Driving the Needs of Service Organizations Today?

For Professional and Consulting Services organizations, Professional Services Automation (PSA) is the industry standard, but this has not always been the case. Historically, organizations have implemented a wide range of solutions to meet their needs, including some of the early PSA pioneers or amalgamated uses of enterprise applications like ERP. In the last few years, however, due to the disruptions of cloud, mobility and data-centric management, there have been seismic shifts in PS automation and PSA enablement. Service organizations are investing in improving automation and PSA adoption is growing. We are calling this trend PSA 2.0, the next wave of PS automation.

This webcast provides insights into what is driving the needs of services organizations today and how the PSA market is innovating to meet these demands. Joining RTM Consulting during this webcast is John Ragsdale, Vice President of Technology and Social Research for Technology Services Industry Association (TSIA).

On-demand webcast entitles you to obtain 1 RMCP® PCU credit  for watching.

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On-Demand Webinar: Ready to bury your resource management spreadsheet?

PS organizations as well as enterprise IT organizations are still struggling to drop their old school ways of thinking to embrace productivity. If a business aims to be successful in overseeing globally dispersed teams and leading them on projects and tasks, there are key things that must happen. For starters, bury the resource management spreadsheet and welcome its successor, the best-of-breed resource management solution.

Experts from RTM Consulting and Tenrox by Upland take you through the benefits of using a tool that allows you to manage resources and schedules across your entire organization and make sure the right people are working on the right projects, at the right time and in the right place.

On-demand webcast entitles you to obtain 1 RMCP® PCU credit  for watching.

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On-Demand Webinar: Successful Strategies for Scaling Your Services Organization

Whether you are a new or well established services firm, you face the same fundamental challenge of how to scale your organization to the next level. CRM, professional services automation (PSA) and accounting systems can help, providing greater visibility of operational data on which to base your decision making. But to progress on your growth journey, you have to find ways to empower more of your team to make decisions and provide a framework to ensure that these decisions are consistently correct.

Pulled from our experience of implementing automation for numerous services organizations and consulting companies, this presentation provides real-world examples of what provides value and what does not. Industry experts from RTM Consulting and Kimble explain how a process-centric and outcome-orientated approach rapidly delivers higher profitability and scalability for your services organization.

On-demand webcast entitles you to obtain 1 RMCP® PCU credit  for watching.

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On-Demand Webinar: Announcing the Launch of the New Resource Management Institute

The Resource Management Institute (RMI) has launched! The RMI is the industry’s first and only Institute dedicated to the advancement of thought leadership in resource and workforce management. Randy Mysliviec, Managing Director of the RMI, and industry resource management leaders discuss the launch of the RMI, the Institute’s mission and vision for the resource and workforce management community, and share how you can get involved in this important industry development.

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On-Demand Webinar: The Fast Path to Cost Reduction in Labor, Parts and Vehicles

The Variability Reduction technique provides an agile solution that gets you fact based data fast to focus on where real and rapid cost reduction opportunities can be found, while also identifying and enabling customer service improvement opportunities. Here is an example of a recent situation:

  • Variability Reduction was used with a $5B+ hardware/software firm…
  • It helped them achieve parts cost savings exceeding $1.5M/month, while overall improving customer service…
  • Making this transformation effort even more interesting was the time from problem identification to real savings was less than six months…
  • And the savings were/are expected to continue on in future years!

Watch this 30 minute webcast to learn how sophisticated service delivery teams have figured out how to reduce costs by using Variability Reduction as a proven method to get results fast. Joining RTM Consulting is Pitney Bowes providing a case study perspective of their experiences utilizing Variability Reduction.

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On-Demand Webinar: Designing a Superior Customer Experience: Service Engineering 2.0

In our conversations with field services executives, it’s clear that there is a renewed focus on the customer experience and these organizations are well aware of the importance of getting the customer experience right.

The question now becomes how many organizations are actively taking the steps necessary to improve and deliver a superior customer experience that will differentiate them from the competition. Building a more tightly integrated approach to engineering the customer experience is not easy but can be done. It requires rethinking how we approach service delivery design and execution, what we measure, and how we ultimately achieve better customer outcomes.

In this webcast Randy Mysliviec, President and CEO of RTM Consulting, and Vele Galovski, VP of Research for Field Services for TSIA, discuss trends and best practices in designing a superior customer experience.

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On-Demand Webinar: 2016 State of Resource Management: Key Trends in RM Best Practices

Resource management continues to be one of the best levers for managing the economics of a professional services business, yet too many companies still struggle with how to address the complex challenges of managing human capital efficiently and effectively. Industry executives know that consistent and predictable deployment and utilization of project based resources is the difference maker for achieving peak project performance while minimizing labor costs.

RTM Consulting, the world leader in Resource Management consulting, process transformation and training, takes a comprehensive look at the State of Resource Management. This highly informative webcast provides key trends in resource management best practices across the industry and some of the issues that challenge the application of these practices.

On-demand webcast session entitles you to obtain 1 RMCP® PCU credit and/or 1 PDU credit for watching.

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On-Demand Webinar: RMCP®: Professional Certification for Resource Managers

Services intensive businesses understand the vast majority of their cost is invested in people. Therefore, highly efficient management of your biggest cost line item just makes good business sense. Recent research makes it clear that while the professional and consulting services industry has invested in process improvements to enhance project performance, quality and cost of delivery, the industry is actually getting worse at resource management! This trend must be reversed for any services organization to be successful.

With labor costs pressures continuing their relentless pace, demand for resource management skills will grow exponentially. During this webinar, Randy Mysliviec, President, and CEO, RTM Consulting, discusses how resource management certification fills a critical industry void that will benefit human capital intensive business immediately. Some corporate adopters of the resource management certification program join Randy and share their perspectives on the program and application of what they learned from the certification process.

If you want to achieve a high level of proficiency in RM theory and application, and commit to professional development and a career in RM, watch this highly informative webcast.

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On-Demand Webinar: Making the Case for a PMO

Every delivery leader would agree that consistent, standard, repeatable delivery execution is a goal of every organization. For Professional Services Organizations (PSOs) of any reasonable size, a Project Management Office (PMO) is essential to achieving this goal. Too often, however, organizations do not have one, have abandoned them or have not adequately structured and funded them to be effective. This is a missed opportunity to bring more value to your organization through more consistent project performance and execution. The fact is there is a strong correlation between the existence of a PMO and project success, however, not all PMOs are the same. Each organization is different, and PMOs can be structured to meet the unique needs of each organization.

This webcast will help you make the case for having a PMO, and then provide guidance on how to get started on your path to an impactful PMO. Joining RTM Consulting during this webcast will be Bo Di Muccio, VP Research, Professional Services at Technology Services Industry Association.

On-demand webcast session entitles you to obtain 1 RMCP® PCU credit and/or 1 PDU credit for watching.

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On-Demand Webinar: Top 5 Practices for Successfully Managing Project Expectations

Every person in service delivery should ask themselves – and all involved at the inception of a project – What is the definition of success for this project? It seems simple, but it’s infrequently done. We offer a simple definition of success that can apply to all projects – A Successful project is when the team delivered what was required and in-line with expectations. The definition is light on specifics but very clear.

The traditional definitions of project success tend to be what people can measure: on-budget, on-time, customer’s satisfaction. These KPIs are a single, measurable criteria for success. Back to the simple definition, success is about meeting everyone’s expectations. This introduces a broader set of success criteria: easier to use, lowered admin time, access to reporting data. These criteria are driven more by stakeholder’s expectations of the project and it is these expectations that are influencing their views of success.

Managing Partner Marc Lacroix discusses the top 5 practices for successfully managing project expectations.

On-demand webcast session entitles you to obtain 1 RMCP® PCU credit and/or 1 PDU credit for watching.

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On-Demand Webinar: Control the Controllable… Proven Best Practices in Reducing Parts Cost

Quickly Capture Parts Cost Savings by Managing Variability.

One of the processes that is 100% in control of Field Services Management is parts variability. Variability management is something most service organizations understand, but very few effectively manage well and are therefore leaving big cost savings on the table. Effectively managing parts usage variability at discrete levels (individual, team, geography, on-site versus off-site, customer segment, product platform, etc.) can routinely lead to capturing 5 – 10% in parts cost savings. This webcast shows how some companies are making more effective variability management a cornerstone of their business model transformation as a part of optimizing their current cost structure to meet current financial commitments, as well as to provide the investment dollars needed to transition to an outcome based service model.

During the webcast, Pitney Bowes, brings a case study perspective of how they were able to significantly lower their parts cost through effective variability management.

Also, joining RTM Consulting during this webcast is Vele Galovski, VP Research, Field Services at TSIA, with perspective on how TSIA builds variability assessments into their Field Service Benchmarks to help significantly improve your Field Services results. After watching this webinar, you will leave with very specific actions and practical tips that you and your team can take to optimize your cost structure.

On-demand webcast session entitles you to obtain 1 PDU credit.

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