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Outsource This!: Broaden Support and Reduce Staff Burnout

Wednesday, January 1, 2003

Abstract

Faced with shrinking resources, rising service expectations, and burned-out tier 1 staff, support services are asking "How can we do more with less and remain effective?" This session covers Colgate's process of outsourcing tier 1 support as viewed from multiple perspectives, from the idea stage through implementation and evaluation.

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