CASE STUDY Austrian Post Austria’s leading logistics and postal services provider The Organization Österreichische Post AG (Austrian Post) is the leading logistics and postal services provider in Austria. Its main business activities include the transport and delivery of letters, direct mail items, print media and parcels. The branch network of Austrian Post ranks among the largest private customer networks in the country and the organization employs 150 people in its customer service operations at two main locations in Vienna and Graz as well as in Linz. Customer service handles 1.2 million customer interactions annually with the staff attending to all queries, from information desk to advice, to complaints, to hotlines for business customers and special issues. Motivation for Chan

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