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.