October 2014 saw the first ever public sector contact centre webinar. Hosted by Kevin Freeman, Contact Centre Development Director, this webinar featured case study examples with audio and video specifically from the public sector. To view the full webinar, please click here.
The title of the webinar was ‘Cutting Contact Centre Costs Creatively’ and focussed on creative methods of increasing efficiency within contact centres. Highly compelling statistics from The Royal Borough of Kingston Upon Thames gave attendees an insight into the work that was conducted with public sector bodies. Before and after examples highlighted how a well constructed in-queue IVR can have a direct impact on call flow and volume.
Thanks are also extended to London Borough of Enfield Council, where contact centre video has played such a large part in helping their residents’ understanding. Gurkan Yilmaz of Enfield Council spoke of his delight in the service, where “complaint levels have gone down and customer satisfaction levels have gone up!”.
To learn more about the services that Premier Business Audio offer public sector organisations, please call 0845 279 7200 or email firstname.lastname@example.org.