Government Contact Centre Summit 2015
Date(s) - 10/08/2015 - 13/08/2015
Government Contact Centre Summit 2015: Embracing Digitalisation to Keep Up with Growing Customer Expectations
This year’s Government Contact Centre Summit is all about digitalisation, transformation, changing your culture accordingly and re-aligning your contact centre with the overall organisation. Incremental change is no longer enough to deal with the mounting challenges of budgetary pressures, increasing customer expectations, recruitment freezes and customer preferences for digital channels.
In this environment, government need a new operating model that is simple, flexible and responsive to the needs of the customer.
With that in mind, the Government Contact Centre Summit 2015 has been designed to help you transform your customer service delivery through a focus on:
- Simplifying service – Creating a single access point and moving customers to self-service channels
- Maximising productivity – The latest in workforce management, engagement, recruitment and retention strategies
- Preserving operating budgets – Sharing resources, tapping into software as a service and cross-skilling staff to perform multiple roles
- Increasing efficiency – Identifying waste and stripping out unnecessary processes and services