Case 2 Yakka Pty. Ltd. Brief background of the case study: This case tells us about the Information technology service firm (Yakka Tech Pty. Ltd.) This firm provides I.T services throughout Australia and New Zealand. Basically, this firm install and upgrades enterprise software systems and related hardware on the client’s sites. To provide all these services it employees 1500 people. It has customer service division that consist of four customer contact centres serving clients within each region
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