Discuss the latest trends and methodologies of optimizing this vital component of delivering world class customer service and increasing workflow performance.
| 7:00 |
Breakfast & Registration |
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| 8:15 |
Implementing A Transaction Management Workflow Model Into The Contact Center |
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John Friel
CTO – Innovation Central
British Telecom |
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Takeaways include:
- Implementing a process for effective demand and resource forecasting
- Matching parts and technicians through a flexible service matrix using location-based services (LBS)
- Distributing tasks based on roles and skill sets
- Adopting your service schedule to unplanned events without uprooting service consistency
- Effectively and swiftly communicating schedule changes
- Monitoring performance across your field service project portfolio
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