
Service Intel
In the new age of service, customer experience is a top priority. Aquant's Service Intel podcast explores all the issues that are top of mind for service leaders. Our guests answer your most pressing questions, including: How do field service heroes create exceptional customer moments? What tools are beneficial along the journey? Where are the pros turning to when they have questions? How are leaders in the industry approaching the importance of data analysis in field service? How is the space changing over time and what are industry titans doing to stay ahead of the game? Our resident Service Principal, Sidney Lara, along with other top experts across the industry will provide the knowledge you need to level up your service.
Service Intel
Cytiva: Streamlining Handoffs From Contact Centers to the Field with Deniz Mullis
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Aquant
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Season 4
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Episode 1
Deniz Mullis, Global Technical Operations Leader at Cytiva, joins Sidney Lara to explore the critical role of seamless handoffs between contact centers and field technicians. In this episode, Deniz discusses how technology integration and clear communication channels can improve these transitions.
Poorly executed handoffs leave engineers unprepared, leading to unnecessary site visits, increased costs, and customer dissatisfaction. Deniz shares how Cytiva prioritizes capturing comprehensive information during the initial customer call, ensuring field engineers arrive equipped with the right tools and parts—ultimately reducing repeat visits and elevating the customer experience.