Do you use email as a communications channel in your shared services center? If your shared services operations are like most, email requests are a significant percentage of all contacts. We have seen companies report up to 30% of contacts via this channel.
ScottMadden believes shared service organizations (SSOs) can significantly improve service while reducing costs by decreasing reliance on an email communication channel. Our experience is that moving away from email can provide significant advantages for the SSO and its customers. With the right plan, technology selection, and thorough change management, companies can reap significant performance improvements while improving customer experience.
Additional Contributing Author: David Adams
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