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News : Councillors Set for Update on What Will Replace the Contact Centre on Lord Street When it Closes Later this Year

#contactcenterworld

Wrexham, UK, Sept 27, 2021 -- Councillors will delve into the future of the council’s move to more digital customer services at a meeting later this week, a journey that they are told has "accelerated due to the coronavirus pandemic".

All such face-to-face services from the council were suspended from March 2020 and as a result a move to digital and ‘agile working’ methods has meant more people are now contacting the local authority via online channels.

Councillors are set to debate an update to the evolution of customer service provision at Wrexham Council, with a move away from the ‘traditional service focused contact centre’ to a more digitised customer support model "…that enables customers to access digital communication channels and respond to enquiries across a range of contacts including phone, email and web chat".

The focus on customer services comes as part of the ICT & Digital Strategy 2020-23 that was adopted by Council last year, which along with the Council Plan all has a direction of moving towards a more modern ‘digital council’.

The report before councillors notes "customer behaviour, both internally and externally, has changed" with the usual benefits of digital working listed – speed of communications and cost savings.

A new "Customer Access Standards" document is being developed and will see "all services working together to deliver quality online services 24/7, enabling customers to self-serve with confidence, and therefore enabling us to focus our resources and support on those who need it most".


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Several areas are coming under the Customer Services Review including looking at the future of Contact Wrexham’s face to face service delivery. The contact centre on Lord Street covers a range of public facing services such as benefits, blue badges, environmental services and various housing help.

There is a ‘proposed move’ from Lord Street in December this year referred to in the report that could be due to leases coming to an end, making it a convenient time for Wrexham Council to reassess options.

The report does not state what the options will be for the future of the face to face service but the meeting this week may have a verbal update on what the plans are.

The council is ‘exploring opportunities’ to create a community hub model as part of the Library Service Review, along with developing a "multi-media contact centre – telephone, email and web chat".

Such moves are hoped will see an "increase in customer satisfaction" and "improved resolution of enquiries" with the expectation more queries will be dealt with at the point of contact due to the new systems.

One example of the improvements being a success is given, including the "…ability to quickly design and record telephony messaging. This has been especially useful during the recent garden waste campaign and has evidenced a large shift to online sign up."

Councillors will probe the report at a meeting of the Customers, Performance, Resources and Governance Scrutiny Committee on Thursday.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.wrexham.com


Today's Tip of the Day - Every Contact Counts

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

Published: Wednesday, September 29, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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