Making a sale is one thing. But how a hardware and/or software supplier provides the initial onboarding training, and ongoing help desk and field service support, is what truly separates one industry ...

Remember when our idea of customer service was one touch point, a call center which allowed for limited customer interactions? Fast forward to today, and what used to be thought of as customer service ...

Imagine a situation where you, or someone you know, has bought a new piece of electronic equipment and after you get it home and take it out the box, you just can’t get it to work. You read and try to ...

Exploring the impact of field service on a company's customer satisfaction, Athani Krishna, CSO of ServiceMax, showcases its customer MilliporeSigma’s progress and bottom-line results (© Melpomene - ...

Product knowledge is a competency and customer service is a job role or function. While some customer service jobs don't require product knowledge, service employees in manufacturing, wholesale or ...

The field technical service professional is responsible for repairing, servicing and installing Company equipment at the customers. Goal is to work as efficient as possible by optimizing the field ...

Forbes contributors publish independent expert analyses and insights. Tim Bajarin covers the tech industry’s impact on PC and CE markets. During the mid-1990s, to early-2000's, Barton Goldenberg of ...