In Aberdeen’s recent research on Integrated Service Management: Connecting the Contact Center with Field Service for Improved Resolution (February 2014), we highlight how top performing organizations have been able to break through the walls that have been placed in between the contact center and the field service team.
How can organizations truly service a customer if teams that interact directly with the customer from different points of view don’t share insight?
What is the value of customer data if it stagnates only being used by one team across an enterprise?
These are just a couple of the questions we explore in this current research report. This topic of Integrated Service Management is one that will seed a number of discussions here at Aberdeen. We look forward to exploring the subject throughout the year and provide you a path to excellence around service integration.