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 | | Call Centre & Helpdesk Solutions : Features |
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Where process and technology meet people
This year’s Service Management Europe event (SME 2007), which is to be held at the Birmingham National Exhibition Centre on 24–25 October, will be the biggest event of its kind for more than five years.
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 Mobility: Is the meter man under threat?
This month Martin Morey considers the sad demise of the door-to-door meter reader, looks at the trials going on with MCUG member South East Water which is using WiFi to supplement its GPRS mobile data systems, and wonders how remote workers feel without the cosy corporate bonding of the office coffee machine.
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 Strategy: Getting control of the process
Technology and the people using it are both tangible aspects that combine in a business, but the process that connects the two is hard to define. Here Steve Downton looks at the changing service environment and how leading edge companies use their processes to bring the most out of their people and technology.
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 Mobility: New Sky thinking in communications
This month Martin Morey has got sharply off the blocks at the start of the conference season and having hurdled the risks of death-by-PowerPoint and complimentary hotel mints, and shares some of the highlights of Mobility Week including the BSkyB experience of work management.
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 case study: Telent's new life as a services company
In January 2006 Telent was launched as an independent technology services business following the Ericsson acquisition of the Marconi brand and product businesses. Telent has a large field based engineering community and is implementing a field force mobility solution. Over the coming months, we will be publishing an insider’s view of the Field Force Enablement project. Here, Mark Turner looks at how the company got to this new beginning.
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 How do I join the Service Management Benchmark Study?
The Service Management Benchmark Study is a brand new concept in industry benchmarking. It is aimed at and intended for small to mid-sized service businesses – the heart of this community – not the big companies. And it will produce heavyweight results at a lightweight cost.
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 Communications: The messaging generation gap
Kids love instant messaging but does it have a role in the workplace as well? With MCUG members rolling out a trial of WiFi to mobile users Martin Morey asks what can businesses learn from this non-grunting form of teenage communication? Then he considers the tricky question of ‘how many mobile devices do you, or should you, make your staff carry…?’
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 Strategy: Integration at the heart of the business
The only way to provide a complete service to customers is to have an integrated view of your integrated business. But this requires an integrated solution. Steve Downton assesses the business implications for the service provider and their customers.
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 Utilities: Can they be a truly lean machine?
Utilities operate in one of the most dynamic and challenging markets. In their quest to control costs and drive up service quality, utilities are starting to adopt an approach to their network operations taken from the car industry – with results. Here a team of McKinsey experts - Peter de Wit, Enrico Giglioli, Leonardo Senni and Reza Shahrbabaki – assesses the role of the lean business.
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 Case study: Changing up a gear
Like many businesses cash machine company De La Rue was facing tougher competition and more demanding customers. Internal research revealed it people and its processes had to change if it was to meet the challenges and keep service levels up. Mark Turner reports
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 Mobility: A matter of course
Hanging on the end of every mobility project there is a piece of computing hardware and up to now pretty much the toughest decision was should it be ruggedised or not. But now, with the importance and ubiquity of these devices, there is a lot more to choose from and a great deal more at stake. Mark Turner investigates
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 Environment: Time’s up - WEEE is here!
After a well-documented series of delays, the UK’s WEEE legislation is finally upon us but with ignorance of the regulations still widespread in the UK and registration deadlines looming, Nigel Honeyman asks whether enough has been done to raise awareness?
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Here exhibitors offer a vast array of systems to automate all areas of the service operation including management systems, scheduling, CRM and web based solutions.
Identify suppliers who can provide voice and/or data systems, portable and ruggedised computers, tracking solutions and integration services.
Find exhibitors to help your logistics and inventory management, call handling, recycling and waste disposal.
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