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Service Experts: Moving to Best-in-Class Field Service KPIs & Metrics

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John Carroll
John Carroll
ServiceCouncil H FC
Bulent Cinarkaya
Bulent Cinarkaya
General Manager, Field Service Management
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John Perry
John Perry
Vice President Xerox Digital eXperience for Service Delivery/Customer Service Technology
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“If you can’t measure it, then you can’t manage or improve it.” 

– Peter Drucker, “The Father of Modern Management”, Management Consultant, Educator & Author

Field Service and Customer Support Leaders have relied on Key Performance Indicators (KPIs) and metrics as the central nervous system of business for several decades. However, linking operational, customer and financial metrics together requires a delicate approach to architecting what critical elements of your business to measure. It also requires the establishment of a system to better understand the dependency and impact each metric has on one another and the business’ overall performance.

Watch this On Demand webinar with Xerox, ServiceNow and the Service Council to gain new insights from recent research around Field Service KPIs and metrics. We discuss:

  • The most critical KPIs and metrics field service organizations are focusing on
  • The interdependency of metrics
  • How you can charter your organization’s path to enabling best-in-class results

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Customer ExperienceLeadership & Strategy
Tags: Customer Satisfaction, Employee engagement, KPIs and Metrics, ServiceNow, Xerox