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News : £3 Million Will Be Cut from Burnley Council's Budget Over Next 3 Years

#contactcenterworld

Burnley, England, Sept, 2018 - A council has announced it will be making budget cuts of more than £3million over the next three years.

Burnley Council, which has an annual budget of £15.1million, has revealed it is projecting it will need to save £3.2 million over the next three financial years.

A report by council’s head of finance and property services, Asad Mushtaq, to the council’s scrutiny committee sets out the financial position for the council and how it can balance the books over the coming three years.

Mr. Mushtaq said: "The council is commercially minded. This means we will make efficiency savings through our contracts and through good estate management. "Unfortunately, however, given the scale of the budget gap the council must also consider staff savings. We will always aim to do this in a way that minimises the impact on priority services."

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The report sets out an initial range of revenue-raising and efficiency measures totalling £877,000, and says that further measures will be identified to bridge the gap in due course.

Cuts of £270,000 are proposed by reducing the number of staff positions in the council by 12, although five of the ‘at risk’ posts are currently vacant.

Around £156,000 will be cut through re-locating the contact centre from its current location on Red Lion Street to the old banking hall in the council office on Parker Lane just across the road.

The report also expects the council to achieve a £72,000 saving on utility bills. An extra £70,000 is set to be generated through investment in property funds.

Cllr Sue Graham, the council’s executive member for resources and performance management, says the local authority has had to make 'difficult decisions' to ensure it continues to provide 'quality services' to residents.

She said: "Year after year, we have pressed the case for a fairer system of funding for local government, so that areas like Burnley are not disproportionately affected by central government cuts.

"Nevertheless, as in previous years, the council needs to take difficult decisions now to ensure it continues to provide quality services to the standard expected by residents.

"We will continue to invest in those services and projects that make a real difference to quality of life in the borough."

Work to identify further savings for 2019/20 will be carried out between now and next February when the 2019/20 budget is set.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.lancashiretelegraph.co.uk


Today's Tip of the Day - 5 Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

More Editorial From Burnley Borough Council

Published: Tuesday, September 11, 2018

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2020 Buyers Guide Customer Experience (CX)

 
1.) 
3Fiftynine

Branches
Improves customer experience by helping find the agent the right information within a click.

2.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

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BravaTrak

BravaTrak
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.

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7.) 
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CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
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PH: +302109241486

8.) 
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Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.

We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
PH: 646-381-1599

9.) 
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CROSSCRM.CX
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.

Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.

CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.

We ended this features list in 2008 by add...
(read more)

10.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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PH: +61404697151

11.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
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12.) 
eGain Corporation

eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.

A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
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13.) 
iContactBPO

When it comes to inbound and outbound customer service at iContact, our approach is a uniquely strategized, tailor-made, bespoke solution to meet individual business needs.

Our personalized approach to quick-solving customer problems and helping them achieve success and obtain value using your product or service goes hand-in-hand with forward-thinking, tech-savvy turn-around times and consistent feedback methods.
PH: +27110190290

14.) 
MindTouch

MindTouch Knowledge Management
MindTouch offers mid-size to large organizations an enterprise-grade, AI-powered knowledge management platform built for customer self-service, agent assistance and departmental knowledge. The MindTouch platform intelligently captures, manages, extends, integrates and optimizes content across all channels, systems and devices resulting in an improved customer experience, increased agent productivity, enhanced operational efficiencies, and reduced costs.
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15.) 
NovelVox

NovelVox Agent Desktop
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16.) 
Premier Business Audio

Premier CX
Premier CX enables clients to optimise the way they interact with customers. We create great customer experiences over the phone, online, via email, video, text or live-chat. Our award-winning, strategic approach streamlines communication, creating a seamless and positive experience that is creative, clear and on-brand. Our work has a direct, tangible impact on contact centre activity: driving sales and reducing overheads.

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Our in-house video production experti...
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PH: +44 (0) 345 0711 359

17.) 
Sparkcentral

Sparkcentral’s cloud based contact center platform provides a SaaS solution that enables your human and virtual (BOT) customer service teams small, medium or large to jointly deliver SLA based Customer Service on popular asynchronous messaging channels like WhatsApp, WeChat, In-App, In-Web, Twitter, Facebook, Instagram ... making engagement with your brand frictionless for your valued digital clients or prospects !!!
 

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