Travis Myers

Join our expert panelists-Travis Myers, Director of Customer Support at JLG, and Dennis Papas, Director of Field Service & Support at Sony Biotechnology-as they explore proven strategies for aligning call center and field service performance. This session will focus on measuring and optimizing critical KPIs such as first-call resolution, customer satisfaction, and First-Time Fix Rate. Learn how these leaders break down barriers between remote support teams and on-site technicians by leveraging AI-driven insights, centralized knowledge bases, and real-time collaboration tools like augmented reality. Discover how these innovations help reduce costs, minimize escalations, and create seamless, efficient customer experiences across all service channels.

Key takeaways:

• Align call center and field service KPIs to foster shared accountability and improve operational efficiency.
• Implement AI-powered analytics to identify high-risk cases and prioritize resources for faster resolution.
• Empower your teams with real-time collaboration technologies to enhance communication between remote support and field technicians.

This panel brings together industry leaders to explore the most effective tools and tactics for improving knowledge sharing throughout field service organizations. Panelists each offer unique perspectives shaped by their leadership in procurement, operations, and field service management. The session will address the persistent challenges of fragmented information and the risks of knowledge hoarding, which can hinder responsiveness and innovation in field service teams. Panelists will share real-world examples of how implementing AI-powered knowledge platforms and mobile-friendly collaboration tools can centralize critical information, making it accessible to both office and field staff in real time. They’ll discuss how to design user-friendly knowledge repositories, promote open communication, and encourage leadership to actively champion knowledge sharing initiatives 

Key Takeaways: 

• Implement AI-powered and mobile-friendly knowledge platforms to centralize information, enhance accessibility, and support real-time collaboration for field service teams 
• Foster a culture of open communication and continuous learning by encouraging leadership advocacy, cross-team projects, and recognition programs that reward knowledge sharing and collaboration 
• Integrate knowledge management seamlessly into daily workflows by designing user-friendly repositories, utilizing feedback for continuous improvement, and ensuring field technicians can easily access and contribute to organizational knowledge