As the customer care and contact center industry transforms, consumer behavior is changing the way customers want to be serviced. It’s more important than ever to provide excellent service in order to win customer loyalty. Today’s customers are more informed and more connected than ever before. The number of channels that customers use to voice their needs is expanding– is your organization hearing them?
The Field Service Industry is also experiencing some explosive growth and is steadily becoming a focus for many organizations. Field service management is about more than just having the right tools for the job no matter where you are. It’s about being able to connect with your most important asset, your customers. There are some unique field service trends happening today, and Microsoft Dynamics CRM and field service management solutions are helping to create a customer service story that spans multiple channels, maximizes employees’ efficiency, and exceeds customer expectations.