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  "documentTitle": "Customer Service Excellence 2022",
  "authorId": "Deloitte",
  "authorName": "Deloitte",
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  "notes": "Dual-axis charts showing percentage distribution of team types/placements (bars) against average CS/ES scores (lines).",
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      "text": "The report shows that countries with the highest number of multi-skilled teams (Nordics: 51%) also have higher levels of CS compared to other ways of structuring CSC teams.",
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      "kind": "chart",
      "text": "HOW THE CUSTOMER SERVICE TEAMS ARE ORGANIZED",
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      "text": "WHERE THE CUSTOMER SERVICE IS PLACED IN THE ORGANIZATION",
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      "text": "The report shows that countries with the highest number of multi-skilled teams (Nordics: 51%) also have higher levels of CS compared to other ways of structuring CSC teams. This affects not only resolution time but also the possibility to operate with an individual approach to the customer. In essence, CSC teams that include people with a wide range of knowledge and skills have better possibilities to create higher levels of CS.\nMulti-skilled teams entail higher CS but lower ES compared to teams that are organized according to customer needs. This implies that employee satisfaction is higher if the agents handle enquiries within well known areas compared to organizations where customers can come with all types of requests.\nBoth CS and ES are higher when CSC is operating as an independent unit (40% of Nordic CSCs are independent units).\nOverall, 29% of customer service teams are a part of business operations (Central 20%, Nordics 32%, West 33%).\nCustomers service as a part of sales organization is more common in Central (27%).",
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      "text": "Customer Satisfaction: 3,77",
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      "kind": "title",
      "text": "The way Customer Service Centers are organized affects their results",
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