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Learn how to transform your service organization culturally to drive better performance and convert measurements into day-to-day operational decisions.
Service organizations are under a lot of pressure to improve key performance indicators (KPIs) such as customer satisfaction and improve their overall service efficiency.
Service efficiencies and customer satisfaction could be complementary, but in many cases are conflicting. For example, a dispatcher needs to make a decision: Should I send the technician located closest to the work request? Or should I send the technician previously involved with the case, but further away?
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