If you thought managing incoming calls and technician schedules was just about filling spots on a board, think again. Patrick and Tanya break down the art and science behind dispatch – why it’s one of the most underrated and challenging roles, how to effectively triage calls when things get hectic, and the real-world strategies that keep both customer satisfaction and team morale high.

You’ll hear behind-the-scenes insights on handling those tough, overbooked days when everyone wants service “right now,” including practical tips on staggered shifts, the “float tech” system, and how call center reps can smooth things over with understanding (and sometimes a little extra).

Tune in to this episode as we explore:

(03:57) CSR's role: book incoming calls

(08:47) Effective client rescheduling tips

(10:51) Triage and resource management

(14:03) Technician scheduling efficiency

(19:34) Managing customer expectations

(23:23) Technicians' challenges and realities

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