Category

Recruitment, Hiring, and Retention

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Co-authors of the book Game Changer: How to Be 10x in the Talent Economy, Michael Solomon and Rishon Blumberg, share with Sarah and listeners insights on how to navigate working remote, the demand for innovative and fast responses to customer needs, virtual-only experiences, and high unemployment rates.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today I have two guests with me to talk about some of…

 Ian Pattinson, former VP technical operations at Rogers Communications, talks with Sarah about how the perception and responsibilities of a field technician have changed, the need to prioritize use of your most skill resources, and how compensation can make – or break – performance.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking about an important topic, which is modernizing technician…

There’s a major emphasis among service organizations on the need to modernize and master the recruitment and hiring of a new wave of field talent. This emphasis is incredibly important, and we’ve discussed this topic in some of our content – but today’s article is about what it takes to keep the great talent you already have as the service landscape evolves. Whether your field talent has been on board for two years or 20,…

It feels crass, sometimes, discussing how software can help drop dispatcher-to-tech ratios for field operations. I know dispatchers, and I don’t want to support tech that makes them redundant. In spite of this, I think we all understand that automation of back office processes lessen the workload in the back office, which will lead to the flexibility to limit headcount. But I don’t necessarily think that’s the best way to think about it. I’d argue,…

 Sarah welcomes Johnny Crowder, suicide/abuse survivor, TEDx speaker, touring musician, mental health and sobriety advocate, and the Founder & CEO of Cope Notes, a text-based mental health platform that provides daily support to users in nearly 100 countries across the globe, to discuss the criticality of prioritizing mental health in the workplace.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we are going to be…

Nunzio Bagnato, Director of Home Service & Advance Servicing At Foxtel, describes how the company has motivated its contract workers to be highly engaged, effective, and empowered to deliver the Foxtel brand experience.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today we’re going to be discussing a topic that comes up, conversation after conversation with opposing views and a lot of questions. I think we’re going…

With the labor shortage proving one of the industry’s biggest challenges, there’s much discussion around the extent to which contract workers are a viable option to help organizations address the problem. There are some major differences of opinion on this topic among service leaders – those who are for the contract worker model are emphatically so, and those who don’t see it as a fit for their operations are firm in their stance. In my…

Companies leading the charge in capitalizing on the strategic potential of service are all looking for ways to break away from break/fix and advance their service offerings, customer experiences, and revenue streams. Innovation abounds from industry to industry, with a common focus on bringing customers the utmost simplicity, peace of mind, and outcomes – whatever that looks like for each organization’s market. Companies are realizing the immense opportunity that exists in not only introducing more…

The future of work is a topic that comes up in almost every conversation I have in one way or another. Service leaders are grappling with a lack of available talent, working to determine how the field service role is changing, and balancing the management and retention of both older and young workers who have significantly different needs and desires. There are many layers to this conversation, all of which we will continue to dig…

Jordan Argiriou, Director, Service Solutions APEC at QIAGEN talks with Sarah about how to normalize a focus on mental health in the workplace, how to grapple with varying comfort levels, and how to navigate cultural differences around the topic.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Very excited for today’s episode. I even, for those of you watching the video, wore a shirt specific to our…