Probably the number one complaint we get from readers about cable and phone service is how the guys never show up when they’re supposed to, or even they day they’re supposed to. As roving lone tech support cowboys, is it a case of the mice will play when the cat’s away? Look at how much more efficient field agent service techs got when managers did ridealongs in this McKinsey study. The company was able to recover 2.3 hours of lost productivity and increase jobs per day completed from 6.3 to 8.5. Inside, how the company recovered even more lost productivity by implementing a new dispatch system capable of on-they-fly scheduling…
