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In today’s mobile revolution, modern IT organisations can take advantage of loads of information spilling out of phones and tablets. Information which can help us work smarter and faster. Imaging if by adding context to each customer engagement IT could pair a specific job, to the best available agent, with the least cost, and keep the customer experience at optimal levels.
This presentation will show customers that capturing context factors, such as geographical location, opportunity to add value, skill set and time of day when dispatching assignments and managing operations, the customer experience can be greatly improved. By adopting mobile concepts IT can take advantage of a consumerised IT front-end and industrialised IT back-end.