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Earlier this month, I once again attended KronosWorks 2015 (a vendor user conference). This may seem to come out of left field a bit, as Kronos is a workforce management / HR technology vendor and I my research focus is service management covering topics such as field service, parts management, and the Internet of Things. But even though I may have been somewhat of a fish out of water navigating many of the sessions, there was one theme throughout the 3-day event which resonated with me and my research – employee engagement.

The topic of engaged employees and using technology to make the daily grind of being an employee easier was talked about in almost every session I attended. This shouldn’t have come as a shock to me as organizations can no longer differentiate as much with the features of their technology or products. But if they can show they CAN and WILL help organizations hire, keep, and motivate the workforce they have a leg up on the competition.

As seen in recent Aberdeen research Field Service Workforce Management: Empower Tech 3.0 (May 2015) even field service companies need to prioritize their workforce as the employee is becoming more and more integral to building connections with customers. The average age of the field service worker is 40 years old, but these technicians now must be tech-savvy, customer-centric, and cognizant of revenue opportunities. This changing profile demands a shift in the way service leadership views the field team.

Engagement is no longer a term solely used in HR circles. It must be an integral part of the service strategy, because without happy and engaged technicians the service organization will be sure to lose customers. To learn more about the changing landscape of field service, please take a look at some of the other research I have published this year. Topics like engagement and retention have become opportunities beyond HR conferences, so don’t miss out on this wave.

Aly Pinder Jr
Senior Research Analyst
Service Management
aly.pinder@aberdeen.com or @pinderjr

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