Service Council™

Time is running out⏳ A Service Council membership includes attendance to all of our events, access to our research library and the opportunity to connect with your peers. Take advantage of end-of-year pricing before January 1st. Reach out here: https://bit.ly/4fmMEaW

🚨New Research Alert! The “2025 State of Artificial Intelligence & Service Technology” survey is now available. ➡️ https://bit.ly/3VHMsfj According to Service Council™ 2024 Service Leader’s Agenda, 62% of service leaders had reported plans to invest in #AI. - What has happened since? - What can be learned? - What should happen next? Gerardo Pelayo, Ph.D. John Carroll Jaclyn Cooksey Greg D'Andrea Lauren Wheir Slater

2024 has been an incredible year of growth for the inService Podcast Live and we have our community to thank🎙️ We would also like to extend our gratitude to all of the #service and #technology leaders that stopped by our studio this year to share their insights and experience with our listeners: Gyner Ozgul of RAFTRx, Tas Hirani and Sidney Lara of Aquant, Bit Rambusch of Philips, Prateek Chakravarty of Zinier, Haroon Abbu of Bell and Howell, Sarah Rose of Daktronics, Tom Parker of RL People, Chris Dexter of Cisco, Scott Allison of DHL, Scott Chrismer of IFS, Jeff Nieze of Baxter Planning, Elizabeth Dixon, Alan Schaefer, Ashok Kartham of Circuitry.ai, Arzum Akkas, Thomas Thuillier of Deepomatic and C. Aaron Salow of XOi .

Time is running out to have your team participate in the 2024 Voice of the Contact Center Agent survey! To learn more about participating and benchmarking your organization, fill out this form and we'll be in touch: https://bit.ly/4fbqDvu #contactcenter #remotesupport #callcenteragent #serviceandsupport #service

Time is running out to have your team participate in the 2024 Voice of the Contact Center Agent survey! To learn more about participating and benchmarking your organization, fill out this form and we'll be in touch: https://bit.ly/3OU33IZ #contactcenter #remotesupport #callcenteragent #serviceandsupport #service

Service and Supply Chain leaders, if you’re ready to unlock greater value and stay connected year-round, now is a great time to to become a Service Council member. Membership prices will increase in 2025, so act now to take advantage of our discounted year-end pricing! Reach out here to learn more: https://bit.ly/3BhJ83F

Have you signed up for our newsletter yet? It's the best way to tap into our research, hear about networking opportunities & learn about the strategies your peers are implementing. Sign up today and get the latest Service Council™ content delivered right to your inbox every month 📬 https://bit.ly/41jXJ9d

TODAY at 12PM ET we'll be revealing the results from our 2025 KPIs and Metrics survey! See how your organization stacks up as we look at the top KPIs, their impact on strategies, investments, and Best-in-Class attainment: https://bit.ly/4gmp6DG #kpis #metrics #service #supplychain #servicecouncil #smarterservices

There's still time to participate in the 2024 Voice of the Contact Center Agent survey! Our latest research effort seeks insights into contact center agents' challenges, career goals, management views, and job preferences. To learn more about participating and benchmarking your organization, fill out this form and we'll be in touch: https://bit.ly/3ZLJQ2k #contactcenter #remotesupport #callcenteragent #serviceandsupport #service

2nd in-progress analysis (696 responses responses and counting) for the Voice of the Contact Center Agent (VoCCA) research. 1. There is a significant gap between what is being expected from contact center agents, and the resources that they perceive having at the foundational, operational and outcome management levels. Interestingly, this align closely with the maturity sub-categories that impact the Employee Experience within the Service Index (a Service Council-developed maturity framework to baseline, benchmark and boost an organization’s ability to deliver a holistic service experience). 2. “Time spent looking for data” is the #1 source of friction that is negatively influencing the agents’ experience (reported by 47% of technical support agents, and 40% of customer support agents). 3. As opposed to our findings from the Voice of the Field Service Engineer, agents are more likely to report “not having enough data” than “having too much data”. With slight variations for the type of data in question, the ratio is 6:1 for customer support agents, and 3:1 for technical support agents. #VoCCA #FrontlineExperience #maturity #ServiceIndex #TechnicalSupport #CustomerSupport #technicians #agents