ClickSoftware | 03.22.16
Summary >

What caught your attention on ClickSoftware’s blog? Was it the numerous posts about mobility and apps? Maybe you preferred the expansive articles containing resources or even those which defined specific terms associated with the field service management industry. Regardless of the reason, here is a list of the top blog posts that readers keep coming back for.

1. Top 52 Customer Service Mobile Apps

Countless businesses have been helped by the customer service apps described. The list contains known brands such as Zendesk and LiveAgent together with lesser known apps bearing names like Kayako and Zopim. The apps range from live customer service services to CRMs as well as managerial tools to websites dedicated to dealing with a corporation’s numerous customer service and operational challenges. Also included is basic pricing information and well as a short review of each app.

2. 25 Experts Discuss the Biggest Mistakes Companies Make When Buying Workforce Management Software

The post about the biggest mistakes companies make when buying workforce management software may be considered basic reading material for anyone considering buying field management software. This post  contains 25 expert’s views regarding what must be considered when purchasing a comprehensive field management solutions as well as the pitfalls that should be avoided. The experts operate within a wide range of fields, from IT firms, to HR companies to document storage companies and even marketing firms.

3. Top 50 Resources on Big Data for Customer Service

In June 2015, we tackled the issue of Big Data, being the issue where companies and government bodies gather massive amounts of information about customers and citizens. However, we focused on how the information can be used to improve customer service as opposed to privacy concerns. This post provided a list of tools that can be used to extract the information necessary to improve customer service and consistently hit those high targets every company wants to pride itself with.

4. Advice for Companies Moving to the Cloud and Common Misconceptions and Tips

Cloud technology is the future for companies. Cloud technology reduces computer maintenance costs and in general prevents data loss, since  asll important information is in one place and easily accessible. For the field service industry, this means savings across the board, whether on overtime pay, time spent onsite at a job or time spent looking up information for a given project or job while outside the office. The advice for companies about the cloud dispelled numerous misconceptions regarding what cloud technology is and isn’t, straight from the mouths of industry leaders. Since cloud technology is becoming so essential in many industries, it’s no surprise that this was one of our most-read blog posts.

5. Top 50 Chief Operating Officers (COOs) Tools, Resources, and Blogs

Another article to add to the toolbox courtesy of the ClickSoftware team. This list of tools, resources and blogs focuses on the Chief Operating Officer (COO), the second in command at most companies, who very often has to possess the widest range of skills and experience to be successful at the job. The list presents 50 tools that can be used to improve the COO’s skills and make the job less stressful. The list contains forums, articles from Harvard Business Review and Bloomberg’s Management Blog, as well as resources from global leaders and names such as Ernst & Young. We also provided links to apps from names such as Accenture and Evernote and even included the LinkedIn social network.

6. Wearable Technology and Customer Service: 50 Innovative Examples

The Apple Watch and Google Glass created waves with their invention because they heralded the era of wearable technology. Wearable technology refers to clothing with some sort of technological aspect to it, whether it’s a watch programmed with an Android operating system or glasses that serve as a heads-up display for a technician. These 50 innovative examples presented numerous cases of wearable technology, mostly variations on watches and glasses that are being used to improve customer service. This is possible because of their ability to present information when it’s needed – immediately, with no hassle. This list of examples of wearable technology from September 2015 was one of our most popular because of its implications: In the future technology will be worn like clothing and might even one daybe integrated into clothing in the most literal form possible.

7. Wearable Technology: Fashion, Smart Clothes & the Future of Wearables

This second blog post about wearable technology veered off the regular subject of workforce management and mobility and instead went into uncharted territory. We wrote about some interesting prospects for the future and a couple of eyebrow-raising innovations with the potential to change the world. With cellphones needing to be charged every few hours, the idea of a jacket fitted with a photovoltaic collar seems like an invention that is useful almost universally, as would clothing that shields the body from radiation.

8. 24 Experts Share the Best New Uses of Wearable Technology, Wearable Devices, and Smart Clothes for Business & Field Service Management

Experts share some insightful answers to the question as to which innovation in wearable technology was most relevant to running a business this past year in out next top post. The most common innovation? Something along the lines of a smart watch or glasses that gives information immediately and cuts down the time needed to look at a screen, if not cut out the need completely. It seems that Google and Apple were on to something. Of course there were other innovations such as purses equipped with cellphone chargers and wireless headsets.

9. Mobile Apps in the Workforce: Overcoming Challenges to Reap the Benefits of a Fully Mobile Workforce

A posts worth noting delves into the massive shift occurring in the modern world due to cellphones and laptop computers in regard to employees increasingly working outside the office and using personal devices to access corporate information. This post tackled the issues presented in several articles, such as BYOD, security, mobile apps, infographics with usage demographics and more. The resourceful post contains numerous invaluable links, information and explanations of many of the issues faced by employers with the rise of the mobile work place. The solutions to these challenges presented is a keeper and unsurprisingly, one of our top posts.

10. 30 Experts Reveal the Most Important Customer and Field Service Metrics for Companies to Track

Good customer service is something that all companies aim for. However, most usually fall short of the mark, much to their customers’ and their own chagrin. This blog post posed the question, what should be focused on in the field service industry? The question was put to 30 experts – CEOs, directors, presidents, VPs, etc. While some said that companies should track everything under the sun and then draw conclusions from that information (think - Big Data), others have been said to focus on the satisfied customers who are likely to promote the company to others and possibly bring new customers aboard. However, when interviewing these experts there was one common theme across the board: focus on the customer service end of the business. If there is a website involved, keep an eye on website metric – the traffic, hits in search results, customer purchases on the site versus another means, et cetera.

11. Top 50 Chief Information Officers (CIOs) Tools, Resources and Blogs

The CIO's job is to get everyone to work together, which is a daunting (if not impossible) task. This person is also the de-facto head of the IT department. This post list of resources presents a bunch of tools – apps, websites, articles, forum, et cetera – that will make their job easier. The post also taps major sources of information such as the Gartner and Forrester marketing research firms. In short, another educational toolbox courtesy of ClickSoftware so your executive officers can execute their jobs with less of a headache.

12. What is Enterprise Mobility? An Enterprise Mobility Definition

This post varied greatly from the others. The topic of enterprise mobility is about mobility and the various issues surrounding it from the business perspective (focusing on the large-scale enterprise operations), such as BYOD and security concerns. The analysis also presented numerous advantages, among those being the availability of information to all employees regardless of where they are and increased efficiency. Additionally, since it appears that mobility is the way of the future, this post is a great introduction to that potential future world (or Pandora’s Box, depending on your perspective).

13. Top 50 Resources for Managing Your Workforce in the Cloud

This top 50 resource list is an additional post about cloud technology, but this time it’s all about workforce management. These resources are focused on the positive aspects of the cloud, presenting a short summary of the resource and a blurb about the company offering resource. The resources are mostly comprised of articles, but also include a few videos as well as PowerPoint presentations. This list contains interesting statistics about mobility and its gradual spread and penetration into all work sectors.

14. What Are Workforce Apps?

At the end of 2015 we published one of our glossary posts that focused on workforce apps. This is something call attention to at ClickSoftware. The post cited a wealth of statistics about the move to mobility and the need for workforce apps. We also pointed out the major benefits of switching to workforce apps, most of which probably have been experienced by readers at least once in the last few years, whether you’re an employee who works outside the office or you have had some kind of work done in which the technician used an app.

15. No mega features, no surprises – Evaluating the new Android and iOS platforms

In November 2015 we reviewed the newest versions of the Android and iPhone operating systems. In short, there hasn’t been anything in particular that has changed between the newest version and the previous version. In fact, it seems like Android and iPhone operating systems have become more similar, with less differentiation between the two throughout the years. The only major changes in the systems seem to be security features which came from influence of the corporate world due to employees using their personal phones to access confidential company information. The review also forecasted BYOD and CYOD (Bring Your Own Device and Choose Your Own Device, respectively) becoming the way of the future with regard to company phones.