The Service Council (TSC), a leading research and advisory firm that supports a community of Services, Services Logistics, Customer Experience, Field Service and Customer Satisfaction Executives representing global, industry-leading, service-centric organizations, recently invited Safelite’s vice president of service delivery, Renee Cacchillo, to lead a session in its Smarter Services™ Webcast Series.
TSC’s latest research on field service reveals that service organizations are extremely focused on workforce management as a strategic area of improvement for the next 12 months. The research also reveals that these organizations are expanding the focus of their workforce management initiatives to incorporate traditional HR-centric areas of sourcing, hiring, onboarding, training, engagement and knowledge management. These are designed to augment current initiatives in scheduling, planning and mobility.
On September 26, 2013, TSC presented “Smarter Services™ Workforce Management: Winning with People” where TSC’s Chief Customer Officer Sumair Dutta outlined some of the key findings and best practices from his current field service research. Following his presentation, Sumair interviewed Renee regarding some of Safelite’s key initiatives in the workforce management space that have led to the attainment of industry-leading customer satisfaction and loyalty scores.
Take a listen.