In the mobile revolution, modern IT organizations can take advantage of the big loads of data spilling out of phones and tablets to work smarter and faster. These clingy devices are highly efficient information aggregators.

By adding context to each customer engagement, IT can pair a specific job with the best available service agent, based on whereabouts and situation, experience and schedule.

While most sensory data, such as voice pitch, body temperature and handgrip pressure, would overwhelm our analytical needs today, it’s easy to capture four variables with immediate impact on IT. By including context factors, such as geographical location, opportunity to add value, skill set and time of day, when dispatching assignments and managing operations, IT can thrill customers with unmatched service and optimize efficiency with smarter processes.

The benefits of context-based service engagements stretch from the front-office, where employees and customers request services, report issues and ask …