Citizen Self-Service AND Transforming the Contact Centre Experience
Chaired by Steve Sheppard, MD, Asidua (GB) Ltd
Many councils are separately tackling the issues of improving their website, making it transactional and encouraging channel-shift, whilst at the same time needing to transform the efficiency and effectiveness of their customer contact centres.
Why treat these separately? At the end of the day, the services, the data, the processes are all very similar, if not identical. It is just the channel that is different.
What if the process could be optimised, defined once and then re-used to support web self-service, calls to the contact centre, walk-in/drop in centres, or mobile solutions in the field?
In this workshop we will discuss how this can actually be achieved.