Channel integration to deliver a premium service for citizens
Improving customer relations in the public sector not only means optimising service delivery, but also engaging with citizens in the right way across each service.
By implementing channel shift, we help our clients deliver public-facing functions and engage with their citizens seamlessly across a range of digital and traditional channels. We provide self-serve facilities to empower residents to engage effectively via digital platforms and combine this our expertise in robotic process automation (RPA), chatbots and artificial intelligence (AI) to speed up service response times and to enable employees to devote more time to complex customer enquiries.
We develop customer service centres and multi-purpose facilities for our public sector clients, offering a variety of face-to-face services to the local community and integrating telephone, email and social media channels.
Our intelligent CRM, IT and telephony systems can help our partners achieve a single view of how their citizens engage with them across every channel and can predict next best actions. These valuable insights can enable a service provision tailored to the customers' needs, increasing first time resolution and satisfaction.
State-of-the-art contact centres with multiple channel integration
Achieve a single view of your citizens to gain valuable customer insights
Implement channel shift to increase customer satisfaction and reduce costs
Providing self-serve and multiple -channel contact options for citizens can speed up processes and boost satisfaction levels
Interactions processed per year for Slough Borough Council in our state-of-the-art contact centre
We have a strong working partnership that delivers excellent customer service and value for our residents.Cllr John Burrows, Leader, Chesterfield Borough Council