Samir El Majdouli

In our drive to ensure complete customer satisfaction on every call, KPIs can tell us where we’re excelling and which areas need improvement. But in an era of small margins, big data and huge competition, are we any closer to defining a set of standard metrics that maximise staff utilisation and highlight progress effectively? In this workshop, you’ll cut through the noise to create a definitive list of the KPIs that make a useful contribution to the progression of your field service program:

• Focusing on first time fix rate, field engineer upsells, response time & inventory management KPIs
• Understanding how the very best organisations collect, interpret & disseminate customer satisfaction data?
• Ensuring that your entire field service team is moving forward in the same direction