Through our cloud based government contact centre solution we have helped many public sector organisations to embrace digitalisation and improve service delivery, staff engagement and workforce productivity.
We understand fully that fear of change often stems from a fear of failure, particularly when it comes to using new technology and new channels.
Reducing customer frustration and making it easy and quick to get the the right information increases customer satisfaction.
Increasing self help options for simple transactions will free up staff to spend more time helping customers with complex issues, which is definitely more rewarding. Agents become more customer-oriented and results driven, giving them a greater degree of satisfaction because they are actually spending more time helping people.