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Doing more with less is a relentless task master for service delivery organizations everywhere. Shifting work from high-cost on-site incidents to lower-cost assisted and unassisted support channels can reduce the total cost to serve customers. In this paper, we introduce the TSIA Service Delivery Channel Optimization Framework that illustrates a holistic view of the task at hand, including:
VP Research, Field Services, TSIA
Publish Date: April 17, 2016
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