Musing and meanderings around the topics of workforce optimisation. Especially how to solve the complex, multi-constraint problems of scheduling service resources to do work in a way that delivers maximum value to the end-user customer and does so at minimum overall cost to the organisation – known as maximising the ‘service margin’.
Ian is a 30 year veteran of customer service, and is presently working as Product Marketing Director for 360 Scheduling Ltd (www.360scheduling.com).
After 11 years working at Astea in the field service software business, Ian spent five years with customer experience companies (referred to by one colleague as his “wilderness years”) before returning to the world of mobile workforces with 360 Scheduling.
Views and opinions expressed are his and do not necessarily reflect those of any company or organisation with which he is associated.