Providing excellent customer service whilst keeping to budget, meeting targets and complying with regulations is a challenge for most contact centres, especially if the type of services required increase.
This situation happens to many organisations and they find that, although their workload has evolved and grown over time, their existing IT infrastructure only offers them the same old methods of dealing with it. This often results in a reduction in productivity and customer satisfaction as staff battle with multiple systems – but the solution is the right technology.
For example, the services delivered by Nottinghamshire County Council have increased greatly over the past four years and it needed to extend call handling capabilities into other departments to maintain productivity and efficiency.
An extended case study is available here.