Cost optimization should be an always-on discipline that regularly identifies, vets and prioritizes opportunities to maximize business value while reducing costs. Service leaders need to pursue cost optimization through both function-specific and enterprisewide programs.

To contain costs and maximize growth, customer service & support leaders should: 

  • Develop an effective cost optimization strategy that incorporates long-term value
  • Build consensus among leaders throughout the organization to identify objectives and their overall impact on optimization projects
  • Communicate plans to stakeholders and lead the organization through the change.

Download this research to learn how to face cost pressures and lay out a strategic roadmap for success.