Service KPIs in 2021: how does your team measure up?

The bottom quarter of the workforce racks up 80% of service costs, according to Aquant’s recent Service Intelligence Benchmark Report. Do you know how common challenges, like the workforce skills gap, are impacting your team’s performance?



Learn best practices for measuring service KPIs, and then use that data to holistically improve service delivery across the entire team.

We’ll take a deep dive into the state of the industry using actual service data as a guide. And we’ll learn from Ron Pasquale, Director of Strategic Programs at Ericsson, about how his team defines and optimizes meaningful service metrics.

What the webinar will cover:

  • How you rank vs your peers for KPIs like FTFR and MTTR
  • The business impact of technician skill level, in real numbers
  • Strategies for bridging the technician skills gap with AI


Ron Pasquale, Director Strategic Programs, Ericsson

Ron Pasquale has more than 25 years of global and domestic telecom experience with Telecom operators like Sprint and British Telecom, and OEM’s like his current employer, Ericsson. Ron’s leadership positions have had a heavy focus as the Director of center-based operations and strategies for B2B and B2C operations as well as field dispatch organizations. Ron is currently the Product Manager of Ericsson’s Analytics and Automation department, leading to leveraging innovative Field Service applications.

Edwin Pahk, VP of Product Marketing and Business Development, Aquant

Edwin is the VP of Product Marketing and Business Development at Aquant, where he helps companies lift the performance of their service workforces and achieve their digital transformation goals. Edwin has 10+ years of experience delivering data-driven, strategic solutions for clients, including leadership positions at Salesforce and ClickSoftware. Edwin holds an M.S. in Information Systems from Northwestern University, and a BA in Economics and Molecular Cell Biology from U.C. Berkeley.

Thomas Igou, Head of Content, Copperberg

Thomas has been at Copperberg for over a decade, and currently heads the content department as well as sits on the management team. He regularly speaks at events, hosts webinars, and has contributed to many reports and white papers.