Public sector contact centres of the future

Public Sector Network

Monday, 02 July, 2018


Public sector contact centres of the future

Digitalisation and growing customer expectations are pressuring the public sector to improve its contact centre service delivery. Customers expect a consistent experience across all channels and want to be able to choose the most convenient and preferred contact point, 24/7. By the time a customer calls the contact centre, they are already online and haven’t been able to resolve their issue via a self-service channel.

Fast response times and first call resolution are a must for any public sector call centre in today’s customer-centric environment. A successful public sector call centre needs to be part of a customer-focused, omnichannel customer experience strategy, based on the latest technology and automation. Key issues include:

  • Creating a digital omnichannel contact centre to improve customer experience
  • Valuing your most valuable asset — contact centre staff
  • Transforming government contact centres
  • Creating an omnichannel experience that meets customers’ needs
  • The future of public sector contact centres
     

View some of the recorded sessions from the latest Public Sector Network Contact Centre Series, where all levels of government came together to discuss, network and benchmark the ultimate government contact centre.

Image credit: ©Serg Nvns/Dollar Photo Club

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