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Consortium for Service Innovation

What are some best practices on implementing KCS with a BPO team?

Question: I have a customer who wants to implement KCS with their BPO Customer Care team. One of their biggest challenges is incorporating root cause analysis intho their quality process.  I would like to show them how KCS can help bridge the gap between their product teams and Customer Care using the Evolve Loop.  Are there specific techniques anyone else has focused on for this within the KCS Practices Guide?   - [Laurel Poertner @Coveo]


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