Customer Service and Outsourcing – Bridging the Gap

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Interview by Alex Holderness, SSON We’re starting to see some real changes in the Shared Services industry. Whilst the earlier focus on delivery cost remains important, the all-in cost to the enterprise is more under the spotlight. SLAs are becoming less important as users are realising that green SLAs don’t feel green, cheap does feel cheap, and the lack of the ‘right’ service is spawning an increase of shadow services across the enterprise which are eating into...
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