TIER ONE CABLE PROVIDER DELIVERS SUPERIOR CUSTOMER EXPERIENCE, IMPROVES PRODUCTIVITY AND LOWERS COSTS What if you could deliver a superior customer experience while creating an opportunity to generate $4.6 million in new annual revenue or lower costs by $650,000 per month? A Tier One North American cable provider achieved these results in one of its key regions by focusing on a critical part of the customer experience: optimizing its 7,000 field technicians to better respond to the constant shifts in schedules so that fewer were left unfilled each day. Schedule changes are a part of business in the fast- paced world of digital services. Because customers cancel, reschedule, and request same-day appointments throughout any given day, as much as 20 percent of previously schedule

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