White Paper | August 10, 2012

Key Trends In Workforce Management

Source: Astea International

Attendees at Aberdeen's 2010 Chief Service Officer (CSO) Summit indicated that field service was the top area of improvement for their service organizations in 2011. This was supported by respondents to Aberdeen's State of Service Management (September 2010) research project, where in survey respodents indicated that field service was a top three area of focus for 2011 along with improved performance management and knowledge sharing. As opposed to just relying on scheduling changes to drive more from a day-to-day execution, Best-in-Class CSO's are beginning to invest in tools and processes around planning and employee management that allow the field worker to be more effective in the delivery of service.

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