Gartner Information Technology Research

Take a Proactive Approach to Cost Management in Service and Support

Published: 14 April 2020

ID: G00718744

Analyst(s): Kim Dans

Summary

Effective cost optimization is not about large-scale, dramatic cuts in cost, but rather efficient use of resources day-to-day. Effective cost optimization comes down to customer service and support leaders managing three variable costs in a service and support center: volume, time and staffing.

Table Of Contents

Overview

Introduction

Analysis

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