The Ultimate Guide to Service Excellence in Shared Services

Shared Service Centres (SSCs) are transforming profoundly, shifting from their traditional focus on solely cost savings and efficiency to a strong emphasis on customer experience (CX). With customer expectations evolving, driven by advancements like 24/7 support, chatbots, and omnichannel interactions, SSCs are faced with the challenge of not only meeting but exceeding these expectations to stay competitive in the markets today.

It is no longer enough to simply complete the job; now, the key to proving an SSC’s value and unlocking greater opportunities within Global Business Services (GBS), lies in providing exceptional CX. As organizations continue to automate processes, the need for seamless and personalized service has never been more pressing.

SSON's Ultimate Guide to Service Excellence in Shared Services explores the changing landscape of SSCs and provides valuable insights into how organizations can elevate their customer service offerings. With expert input from industry leaders, the report delves into key strategies such as:

• Moving beyond SLAs to achieve exceptional customer service
• The journey toward omnichannel support for a seamless CX
• Top techniques to push your SSC into the spotlight
• Approaches for effortless and impactful CX
• Cultivating a customer-centric culture
• Case study of SSON’s Customer Centricity Award Winner

SSCs must embrace these insights and create CX strategies that drive long-term success. Download the full report now to stay ahead of the curve in service excellence!

To hear more insights from our SSO Network, please join us for our upcoming CX and Service Excellence Virtual Summit.