Benchmarking the Most Important Field Service KPIs to Drive Critical Employee and System Behaviors

06/29/2021

Field service executives and frontline managers can waste a lot of time chasing too many – or not the correct – KPIs. If you are striving to encourage the proper system and employee behaviors, what are the critical KPIs to track?

In this video, Mike Adams, SVP, Global Services Delivery, NCR Corporation, brings more than 25 years of service management experience and shares:

  • The most important inputs to measure and drive the proper system and employee behaviors
  • How tracking the correct 3-5 KPIs enable management to “manage by exception rather than by fire drill”
  • Real life cases about how KPIs enhance the customer experience, as well as employee performance and satisfaction
  • Which KPIs are important to share with customers and employees, and why




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