IT Employment

Meeting Customer Expectations With Your Mobile Workforce

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Executive Summary

Many older mobile workforce applications accept appointments generated by the contact center and work through them overnight to produce a schedule. That schedule looks great at 8:00 a.m. But by 8:10, two crews are already tied up in a big traffic back up, one technician has gone home sick, and the fleet manager has just called about a truck that won't start. Typically, dispatchers in this situation scramble to rearrange the day's work. As they have time, they send information to the contact center, where service reps call the first customers of the day to inform them about the delay.

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