How to Cut Costs and Improve Quality

In a recent survey on customer service carried out by the CCA Research Institute, respondents said their greatest challenges were improving quality and reducing cost to serve.

You don’t have to be Einstein to work out that those two goals appear to be contradictory. But are they? Is it possible that customers’ changing expectations actually align with both goals?

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The government’s roadmap out of the lockdown is currently going to plan and we...

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