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News : Darlington Council Says Human Beings, Not Robots, Will Answer Phones

#contactcenterworld

Darlington, UK, Jan, 2022 -- Council bosses have assured residents there will always be a place for face-to-face help amid a drive towards digital services.

Councillors discussed "digital exclusion" as moves are made to deliver more services via computers.

Housing and revenues assistant director Anthony Sandys said customer services would still be there for people who could not get online.

He said: "There will always be a front desk. There will always be a telephone service.

"That’s an absolute guarantee. There will always be a member of staff at the end of the phone or in our contact centre or indeed some sort of visiting service."

Councillor Mike Renton jokingly asked: "So you’re not going to have any robots stood on the front desk?"

Mr Sandys replied: "No, definitely human beings."

Darlington Borough Council’s economy and resources scrutiny committee was discussing a customer services and digital strategy.

This will aim for excellent customer service and easy-to-use, safe and reliable digital services for the next three years.

Mr Sandys said they wanted to help people unable to access digital services.

He said: "For a number of years we’ve been consciously moving more and more of our services online that were traditionally provided face to face or via telephone, primarily because that’s what our customers wanted.

"I guess the big change here is that, for a lot of our services that are available online, there is an expectation that those people who can use them will do so.

"We want to obviously deliver value for money but be clear this is not just a cost-cutting exercise."

Committee chairman Cllr Renton asked how long the council would work in a "hybrid" way trying to reduce the number of front desk staff.

"Do we see there being a point in the future where there just won’t be a front desk and everything’s done online or on the phone?"

Mr Sandys said: "I think that will never happen."

He said some residents would always need advice and support: "There are some services we can’t put online.

"In terms of providing support and advice to particularly our vulnerable members of society, it’s not appropriate."

Councillor Stephen Harker said some people did not use digital because they liked talking to people, did not have the facilities or did not feel confident with computers.

He said: "I’m thinking primarily of older people... I think the strategy doesn’t really take into account those people who for whatever reason are not engaging in using IT."

Mr Sandys replied: "We know that a vast majority of people can use it and want to use it."

But he said: "I can reassure you we don’t refuse people who want support. We’re happy to provide that so that support will always be there for our customers."

He added the move online had resulted in less footfall, cutting visits about benefits forms by 80%.

There was a consultation on the strategy but this was limited because of the pandemic. In one case, people were asked whether they could go online in an online survey.

Out of 62 responses, 44% found the council website or online forms difficult to use. Efforts are being made to put the site into "plain English" and train staff in this.

There was discussion of positive feedback and "shifting the needle", with more people becoming confident with IT during the pandemic.

On the other hand, Cllr Harker raised the mental health effects of months in isolation.

He said: "If we’re not careful we are drifting into a society where there’s no need to have any human interaction, you can do everything online.

"For lots of people that’s absolutely fine, that’s what they want to do, but there are some people for whom that brings severe mental health problems. I think we need to be very conscious of that."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.darlingtonandstocktontimes.co.uk


Today's Tip of the Day - Keep Cost In Perspective

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

Published: Monday, January 10, 2022

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2024 Buyers Guide Help Desk Software

 
1.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

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OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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