Several times throughout my career, people have queried of me, “How do you manage to get so much done?” I think there are a few factors, working in concert, that have enabled me to get more done, often with less, and for less. Much of what I have done and done well, I give credit to my mentors throughout my life. Many of them did not know the high regard in which they were held by me, and others. True leaders do not do it for the praise, they do it because it is inherent to their character.
Tony Strong is the CEO of UK-based multi-channel service provider Parseq. Way back when we launched our oNexus platform, Parseq were one of the founding oNexus partners and we were promised an interview with Tony - and now our paths have finally aligned.... Outsource caught up with him at last to hear his thoughts on his new role as CEO, the invaluable importance of organisational culture - and consolidation in the customer contact industry.
“Take your time” isn’t a phrase field engineers expect to hear when a client requests a site visit. These customers are looking for a rapid resolution, which is why a high first-time fix rate is crucial to a business’s success. But simply fixing a problem quickly isn’t enough. Clients want a positive customer experience. They want to feel the field engineer is listening to their needs, and they want assurance that the field service organisation is capable of fully meeting those needs.
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