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Accountability

This topic explores how specific responsibility and hence accountability for customer service rests with an appropriate person and how the ethos of collective responsibility and individual accountability sit with each other.
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Change management

Change management is defined as the process of changing one or more aspects of an organisation, e.g. processes, technology, people's roles and responsibilities, reporting structures, facilities, place and hours of work.
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Business ethics

Business ethics is the application of ethical values to business behaviour. It applies to any and all aspects of business conduct, from boardroom strategies and how companies treat their employees and suppliers to sales techniques and accounting practices
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Speech recognition

Speech recognition technology (hardware and software) can be used to enable customers to communicate with an organisation or an individual to communicate with a personal computer
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