For those who aren’t familiar, mobility as a service (MaaS) is a series of concepts about a new transportation model—particularly in urban areas—that removes the need for private vehicle ownership by offering bundled transportation options as a service. Through the combined efforts of public and private organizations, riders embark on personalized and optimized transportation routes using a variety of different transportation modes: cars, trains, scooters, etc. MaaS promises to revolutionize transportation as we know it, so how does it work?
Mobility as a service (MaaS), a growing trend in the field of transportation, aims to make owning a vehicle unnecessary. In this model—users request rides as needed. MaaS service providers will then construct an optimal route from point A to point B using a variety of transportation methods, both public and private. Hence the term “mobility as a service.”
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Paratransit services play a significant role in society. They provide America’s elderly and disabled populations with the mobility services they need to live their best lives possible. This responsibility extends to the call centers they employ to handle customer service duties.
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Passenger expectations are changing. Technology is empowering riders more than ever, so much so that companies are putting more resources into becoming truly customer-centric.
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According to Microsoft’s 2017 State of Global Customer Service report, 96% of consumers consider customer service a primary factor in determining which brands win their loyalty. That’s good news for the customer service industry in general.