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2025 Awards Case Study: A story of change and growth

Published on 19 June 2025

2025 Awards Case Study: A story of change and growth

Two years ago, the Customer Support Hub at People’s Partnership was in a tough spot. Pressure was high, staff turnover was rising, and performance targets were slipping. Something had to change. Every month, over 40,000 new members join, and transaction volumes rise each year. So, the demands keep growing. Hiring more people wasn’t a sustainable answer.

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Author: Leanne McNamee

Categories: Library, Awards Case Studies

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