News : Birmingham City Council Puts Knowledge at the Heart of Customer Service with Eptica
Reading, UK, Nov 15, 2017 -- Birmingham City Council (BCC) is delivering improved service to its citizens by using Eptica’s artificial intelligence-powered customer experience platform to respond consistently to emails and phone calls it handles every year.
By using Eptica, BCC has cut average handling times across services for emails, while supporting agents who handle voice calls every year with access to a centralised, self-learning knowledge base. Through this single source of information, consistency and accuracy is ensured across multiple channels.
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Birmingham City Council originally rolled out Sheldon, its Eptica-powered knowledge base to its 300 contact centre agents who answer voice calls, providing them with fast access to an expanding library of 1,300 articles, covering subjects across 17 different subject areas, from potholes and Council Tax payments to schools admissions.
"As a leading local authority we provide a wide range of vital services to our 1.1 million citizens," said Georgina Foxwell, Head of Service Improvement for Customer Services, Birmingham City Council. "People rely on us – it is therefore crucial that we can respond quickly, efficiently and uniformly across different channels. Through its central knowledge base Eptica is helping us improve the experience by giving agents access to the right answers, particularly at busy times of the year or when information is updated, such as when Council Tax bills come out in March, boosting productivity and satisfaction."
"The combination of the wide range of services it offers and the sheer number of conversations it has with its citizens means that Birmingham City Council required a scalable, future-proof platform for its customer experience," said Olivier Njamfa, CEO and Co-founder, Eptica. "By putting Eptica’s platform at the centre of its operations it is showing how artificial intelligence can both transform efficiency and boost customer satisfaction across every channel."
#contactcenterworld, @EpticaUK, @citycouncilbham
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Self-Service Functionality
More Editorial From Eptica
Eptica is a provider of e-crm software solutions enabling e-business orientated companies or companies who want to take full advantage of their web site, to create, develop and manage in real-time their relationships with their clients, suppliers or partners via the Internet.
About Birmingham City Council:
Birmingham City Council is the local government body responsible for the governance of the City of Birmingham in England, which has been a metropolitan district since 1974.
Published: Friday, November 17, 2017
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