The Impact of Shortages In The Workforce - Episode #110 - Steve Mason
This week's guest is Steve Mason, General Manager - Field Service Management at GPS Insight.
Steve has extensive experience with tech support, consulting for contact centers, field service management, and meeting the needs of the frontline worker.
Quote: "You can't achieve a good outcome unless you're creating a great positive environment for your employees because otherwise their frustration that 'they can't deliver good service' is picked up by the customer."
➖ Dark data is an invaluable asset for field service management
➖ Community-based approach to aggregating knowledge from other workers is key to passing the knowledge to other technicians
➖ You can't achieve a good outcome unless you're creating a great positive environment
➖ You need to fix systemic problems faster to go out to site less