Service leaders, we’ll be frank with you: the old way of service doesn’t work, especially in today’s economically-uncertain landscape.
One of the top questions that service leaders are grappling with today is, “What steps should I take to improve service outcomes while managing costs?” If this sounds familiar, grab your (free!) one-way ticket to Service Leaders Spring Break.
New data shows that top organizations are turning away from traditional service models and looking towards a new frontier — one that prioritizes remote- and self-service options, top-tier customer service, and service knowledge on demand. That’s why this year’s event is all about training and retaining all-star teams, data analytics for service leaders, and quickly and efficiently achieving accurate resolutions in an era of self-service.
Here’s how Service Leaders Spring Break offers a fresh perspective on service:
- Learn how to upskill your service team in record time — and with record efficiency. Nearly one in three service leaders reported upskilling technicians and designing training programs as their most difficult challenge. But the best way to hire, retain, and upskill your employees is to invest in technology that offers the best knowledge-retention tools and professional support. Teams that feel empowered to take on the toughest challenges have better retention rates and provide unmatched customer experience. A bonus: if everyone had the knowledge and skills to perform like the top 20% of the workforce, service costs could be reduced by 21%.
- Get comfortable with data analytics for service leaders — even if you don’t have a data science degree. There are many routes that your company can take to start tackling the skills gap, whether it’s via centralizing intelligence, leveraging AI, or using documentation to improve workforce performance. Aquant created the blueprint for collecting, storing, managing, interpreting, and applying data in ways that drive your service goals forward. You’ll learn how to use your data to start taking action, so all emerging solutions will apply to your use case.
- Go from missing apparent signs of a customer escalation to using your data to create the seamless, preventative, low- to no-touch service experience that customers prefer. You can reduce costly service interactions by preventing escalations at every process step. We’ll explore strategies for quickly and efficiently achieving accurate resolutions in every service lifecycle stage.
Big problems require expert solutions, so we’ve assembled an all-star panel of service greats who have successfully charted their organizations’ paths:
- In a chat moderated by Ashley Bewick (Aquant), Tamra Call (Johnson Controls), Amber Porter (3D Systems), and Paige Gourley (Thermo Fisher Scientific) will introduce you to the new faces of service — and share their thoughts about hiring, shifting work environments, and recruiting advice, especially from the female perspective.
- Juan Cruz, Jr. (Haemonetics), Chris Westlake (Generac), and Anthony Billups (Comfort Systems) are providing a crash course on closing the skills gap from the three perspectives that matter most: people, processes, and technology.
- Lotem Alon and Tim Burge of Aquant share expert tips for collecting, analyzing, and applying data in ways that drive service goals forward.
- Sidney Lara and Rich Marchetti of the Aquant team show you how to create data strategies, establish internal benchmarks, and improve your baseline measurements to establish business goals.
If you haven’t yet secured your spot, there’s still time to celebrate Spring Break with us. Register today to save your seat.