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Conference Presentation

Workforce Management in Field Services: Trends and Best Practices

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Field Service teams depend on a reliable workforce to deliver a consistent and superior customer experience, making the science of managing the supply and demand for FS resources mission critical! From our front-line incident handling call centers, to our tech support centers and field technicians doing on-site work – managing constantly changing volumes of incidents and the dynamics of managing a diverse workforce pose constant challenges to FS leaders around the globe. In this highly interactive panel session, Vele Galovski, VP of Research for Field Services for TSIA, and Randy Mysliviec, President of RTM Consulting, will share insights on trends and best practices for WFM followed by a panel discussion with FS leaders from TSIA member companies.

Learning Objectives:

  • Leading with the latest research from TSIA, learn/discuss/share trends and best practices in how field services teams can conduct WFM to deliver a superior customer experience 
  • Learn/discuss/share ideas on how to organize, measure and govern your WFM function(s) and their impact on FS customer service. 
  • Understand the inter-dynamics of business processes and FS automation tools used for WFM, and best practice for both


Presented By:

Vele Galovski

VP Research, Field Services, TSIA

Randy Mysliviec

President & CEO, RTM Consulting

Gary Holforty

VP, Global Technical Support, Pitney Bowes

Publish Date: May 2, 2017

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