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Updates & Events

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Smarter Services™ Webcast: Service Parts Logistics & Supply Chain
May 28, 2015 11:00 am EDT

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Smarter Services Webcast: Big Data
April 23, 2015 11:00 am

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Smarter Services Webcast: What’s in Store for 2015?

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Big Data for Service Organizations
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Getting More With Self-Service

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Case Study: Sonus Networks Re-invents Its Service Business: Switches to Customer & Profit Growth

Latest inService™ Podcast

Bill Patterson, General Manager, Service Engagement of Microsoft joins us to discuss “The Future of Customer Service”.

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Trending Discussions

We've undergone a field service transformation having made a large technology investment - both hardware and software. One of the biggest challenges we face is the field service team's embracement of this technology. Any other organizations struggling with maximizing the utilization of technology?

I'm looking to reset on almost all major KPIs not just to understand the current metrics we should be aiming to achieve, but how do we get from our current maturity to the next level.

Does anyone have any stories they can share with respect to re-engineering the customer journey? We've used the observations gathered from our Customer Effort Analysis programs to implement/manipulate the processes surrounding the typical customer journey. Curious what other organizations are doing ...

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