This week's guest is Steve Mason, General Manager - Field Service Management at GPS Insight. Steve has extensive experience with tech support, consulting for contact centers, field service management, and meeting the needs of the frontline worker.   Quote: "You can't achieve a good outcome unless you're creating a great positive environment for your employees because otherwise their frustration that 'they can't deliver good service' is picked up by the customer."   Key Takeaways: ➖ Dark data is an invaluable asset for field service management ➖ Community-based approach to aggregating knowledge from other workers is key to passing the knowledge to other technicians ➖ You can't achieve a good outcome unless you're creating a great positive environment ➖ You need to fix systemic problems faster to go out to site less   LinkedIn: https://www.linkedin.com/in/stevemason3/ Company Website: https://www.gpsinsight.com/   Here's other ways you can listen: Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402 Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS Stitcher - https://www.stitcher.com/show/frontline-innovators Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw Youtube - https://youtu.be/UMTC8VHVctA   Find more episodes of Frontline Innovators at www.frontlineinovators.com