Eric Esguerra

Vice President of Customer Service & Operations Miele

Wednesday, August 26

Wednesday, August 26th, 2020

1:30 PM Best-in-Class Field Service for a Better End-to-End Customer Service Experience

For some organization, field service is delivered through a partner network. For Miele, field service operations are Miele-owned and operated, delivering a higher quality end-to-end experience. When customer contact opportunities become limited by a pandemic, what can we learn from established field service programs regarding direct access to customers. In this session, Miele shares the inner workings of its field service infrastructure:

  • Characteristics of best-in-class field service operations
  • How to consistently achieve first visit resolution
  • Integrating the contact center with field service