{"id":5958,"date":"2026-04-01T09:00:00","date_gmt":"2026-04-01T06:00:00","guid":{"rendered":"https:\/\/track.com.tr\/?p=5958"},"modified":"2026-02-11T10:33:41","modified_gmt":"2026-02-11T07:33:41","slug":"beceri-acigi-karsisinda-hizmet-aninizi-nasil-korursunuz","status":"publish","type":"post","link":"https:\/\/track.com.tr\/en\/beceri-acigi-karsisinda-hizmet-aninizi-nasil-korursunuz\/","title":{"rendered":"HOW TO PROTECT YOUR MOMENT OF SERVICE IN THE FACE OF THE SKILLS GAP"},"content":{"rendered":"\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-e52175dba1bcd5528d5f8695eb8821db\">The future of field services relies on working smarter and an increased focus on employee experience.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-c54712a40f532e7d566d368127efebcc\">The field services sector, like many others, is in the eye of a resignation storm. Companies are finding themselves in the precarious position of a workforce comprised of a significant portion nearing retirement age, many of whom have grown weary of rapid digital transformation. Is it possible to turn this \u2018<a href=\"https:\/\/futureoffieldservice.com\/2022\/01\/26\/real-talk-on-combating-the-talent-gap\/\" target=\"_blank\" rel=\"noreferrer noopener\">great resignation\u2019<\/a>&nbsp;into a \u2018great revival\u2019? To do so, the industry needs to foster both a strategy and a culture that can simultaneously guide and upskill this remaining contingent adequately, while encouraging young talent to consider field service, long-term.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-716103e3859ffd7538a3cbd98f492746\">If this sounds like a tall order, it is. And the pressure on service-centric businesses to get it right \u2013 and get it right, quickly \u2013 is compounded by customer expectations. In many cases, today\u2019s customers are no longer impressed by a seamless experience \u2013 they want outcomes in the form of guaranteed performance, peace of mind, and expert insights.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-d6129a0211088f2493a76ae3cb4d8177\">While there are many facets to overcoming the skills gap, when it comes to protecting CX along the way there are two factors companies should address \u2013 leveraging technology to ensure it is possible to meet customer needs with existing resources, and prioritizing&nbsp;<a href=\"https:\/\/futureoffieldservice.com\/2021\/11\/24\/the-impact-of-employee-centric-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">EX knowing it ties to CX<\/a>.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-b3f8daecd979eb9090a67df1f9419ac1\"><strong>Work Smarter, Not Harder<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-607e7b7f910e54e83397113265cc489a\">To protect the CX from the challenges of the skills gap,&nbsp;<a href=\"https:\/\/blog.ifs.com\/2022\/10\/breaking-down-the-siloes-the-legacy-technology-dilemma\/\" target=\"_blank\" rel=\"noreferrer noopener\">technology<\/a>&nbsp;can play a major role in easing the burden of the workload. You may have heard (or lived) stories of incumbent workers being resistant to digital transformation, but the reality is that using technology to help solve the skills gap problem is a must \u2013 and such resistance can almost always be overcome with proper technology selection and strong change management.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-df7c8f813e7c05293478913f127384a3\">When you think about working smarter, start with these key areas:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-a7236a00960f0b44311378485817e149\"><strong>Eliminating busy work.<\/strong>\u00a0Does your organization still require a lot of manual effort from your frontline workforce? Are there aspects of their workflow that are cumbersome and grueling? Are there categories of work that could be automated? If we\u2019re struggling for resources, we need to ensure those we do have are spending their time on value-add activities \u2013 and have tools in place that make their jobs easier to complete, not more taxing.<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-0c47a7e5a638758feb386a7acd65d9e1\"><strong>Maximizing resource utilization.<\/strong>\u00a0What opportunities exist to make sure your resources are used to their full abilities? This doesn\u2019t mean putting unreasonable expectations on them, but rather making sure that their time isn\u2019t wasted. For many companies, significant improvement in efficiency is gleaned from a dynamic scheduling and routing tool like\u00a0<a href=\"https:\/\/www.ifs.com\/solutions\/capabilities\/workforce-scheduling-and-planning\" target=\"_blank\" rel=\"noreferrer noopener\">IFS Planning &amp; Scheduling Optimization (PSO)<\/a>. Considering how you train employees and speed their time to value is another area to reflect on. Putting a Remote Assistance tool in place to allow a more experienced technician to remotely \u201cmentor\u201d multiple new technicians in the field enables you to leverage an existing resource longer and bring newer resources up to speed faster.<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-b42d843626b1e3e91e2294260bd05db6\"><strong>Modernizing service delivery.<\/strong>\u00a0Do you have a remote service strategy? Many companies confuse remote-first with remote-only, but incorporating a remote step in the service delivery process doesn\u2019t mean you don\u2019t send technicians on site as needed, it just means you sent them only when needed \u2013 and when they do arrive on site, they are prepared. Remote monitoring and\u00a0<a href=\"https:\/\/www.ifs.com\/assets\/service-management\/ifs-offers-the-power-of-remote-assistance\" target=\"_blank\" rel=\"noreferrer noopener\">Remote Assistance<\/a>\u00a0tools make self-service and remote-service very attainable ways to modernize service delivery. Doing so takes pressure off your resources and protects the CX by increasing time to resolution and avoiding repeat visits.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-31a55a4688680a2938c70a8e010fc3fc\"><strong>Don\u2019t Overlook the Criticality of EX<\/strong><\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-bf8df3aea4b575e417856652d4bfc23d\">Now this is where many companies go wrong. They recognize the problem the skills gap presents, they introduce the technology to work smarter, and then they wonder why it isn\u2019t having the intended impact.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-7f0aec24397ded15005086392fa38087\">Protecting your&nbsp;<a href=\"https:\/\/blog.ifs.com\/2022\/07\/what-a-moment-of-servicetm-looks-like-ifs-is-recognized-as-one-of-gartner-peer-insights-2022-top-customer-choices-for-eam\/\" target=\"_blank\" rel=\"noreferrer noopener\">Moment of Service<\/a>&nbsp;takes more than marrying modern technology with the work your employees do. You must recognize the importance of your employees as the face of your brand and understand the connection between EX and CX. As we move into the future of field service, this correlation will only become more apparent and more important.<\/p>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-6456c8cf66b63963ad349e43f40fa1c8\">There are many ways to improve EX, but the most common missteps are often overlooking the simplest things. Start by examining how well your company meets these needs:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-e601a4de6af6b700cb05936c2237d0e3\">Change is hard. Your employees and prospective employees are all human. How well can you and your company\u2019s leadership empathize? Do your employees feel like individuals or resources?<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-a8447865ec8e9d4cbf7ca0d9c1dacfaf\">Not every employee wants or needs the same thing. When it comes to change, you want to personalize the \u201cwhy\u201d so that an employee can understand how what\u2019s changing impacts them specifically and what the expectations are. It\u2019s also important to consider that for newer talent, one aspect that is often important is career progression. Do you offer options, and can those be personalized based on their objectives?<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-b6204014e1860b3ba3e3cc19ab569e91\">This is one of the simplest, yet one of the most overlooked. Everyone wants to feel that their voice matters and wants to work in an environment where they don\u2019t fear speaking up with concerns, ideas, or challenges. Your frontline workforce holds a treasure trove of valuable insights \u2013 listening not only helps them, it helps the organization overall.<\/li>\n\n\n\n<li class=\"has-light-black-color has-text-color has-link-color wp-elements-d30e56327347bfd743c2053304eae028\">Make sure your employees know that what they do matters and that they are appreciated! Remember, those CX goals you have? You cannot meet them without your frontline workforce \u2013 it\u2019s important to treat them as such.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-light-black-color has-text-color has-link-color wp-elements-6c84d1e27499fc2e13e6d1d6526b8a49\">Often the skills gap conversation centers around how best to approach recruiting and hiring, but while that\u2019s important you also must face the reality that in the meantime there are needs to be met. Thinking through how you can bolster the performance of your existing workforce both by better leveraging technology&nbsp;<em>and<\/em>&nbsp;by focusing on their engagement and experience will help protect your moments of service while we work toward that \u2018great revival.\u2019\u00e7al\u0131\u015f\u0131rken hizmet anlar\u0131n\u0131z\u0131 koruman\u0131za yard\u0131mc\u0131 olacakt\u0131r.<\/p>\n\n\n\n<p>SOURCE: Sarah Nicastro (2022 October 28) How to Protect Your Moment of Service in the Face of the Skills Gap. IFS Blog. <a href=\"https:\/\/blog.ifs.com\/how-to-protect-your-moment-of-service-in-the-face-of-the-skills-gap\">https:\/\/blog.ifs.com\/how-to-protect-your-moment-of-service-in-the-face-of-the-skills-gap<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The future of field services relies on working smarter and an increased focus on employee experience. The field services sector, like many others, is in the eye of a resignation storm. Companies are finding themselves in the precarious position of a workforce comprised of a significant portion nearing retirement age, many of whom have grown<\/p>\n","protected":false},"author":2,"featured_media":5956,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"categories":[52],"tags":[],"class_list":["post-5958","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts\/5958","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/comments?post=5958"}],"version-history":[{"count":2,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts\/5958\/revisions"}],"predecessor-version":[{"id":5960,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/posts\/5958\/revisions\/5960"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/media\/5956"}],"wp:attachment":[{"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/media?parent=5958"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/categories?post=5958"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/track.com.tr\/en\/wp-json\/wp\/v2\/tags?post=5958"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}