The Evolution of Field Service and Team Facilitation

This chapter discusses the evolution of field service from a focus on maximizing productivity and managing costs to recognizing service as a profit center and integral part of the customer experience. It explores the different skills and priorities needed in this new context, both for employees and leaders. The discussion then shifts to team facilitation, with a focus on what it means and looks like to facilitate teams, common areas of focus, and pain points in building engaged and empowered teams.